Reporting to the Senior Manager, Established Patient Operations, the Manager of Established Patient Operations is responsible for the oversight of day-to-day and scheduling operations. The Manager has direct supervision of approximately 15 Clinical Scheduling Specialists and/or Protocol Schedulers. The Manager provides human resources management of staff relative to hiring, corrective action, training, and evaluation of employees. Drawing on a broad understanding of the DFCI and Scheduling Department practices and policies, and displaying a degree of initiative and independent judgement, the Manager will continually assess and direct a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise. The Manager is responsible for ensuring all established patient scheduling is completed in accordance with DFCI Scheduling Guidelines and customer service standards.
PRIMARY DUTIES AND RESPONSIBILITIES: OPERATIONAL:
- Oversees the day-to-day performance of Clinical Scheduling Specialists and/or Protocol Schedulers. Identifies opportunities for improvement. Understands at a fundamental level how to complete the tasks required by those under their management and provides support as needed.
- Assists Established Scheduling Operations leadership with the implementation of policies, programs, and procedures.
- Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
- Monitors staff performance metrics and KPIs.
- Ensure that HIPAA policies and procedures are fully implemented and adhered.
- Ensures the on-site physical work environment of scheduling staff is maintained.
- Evaluates staffing needs to meet quality and performance standards. Ensures that all necessary resources are available and troubleshoots whenever necessary.
- Identifies, monitors and resolves IS and telecommunication issues which impact daily operations.
- Problem solves and identifies opportunities for improvement in day-to-day operations.
- Participates in hardware/software installation, troubleshooting, system access, etc.; serves as resource for questions related to information systems.
- Serves as resource for staff to ensure that safety issues are addressed.
- Hold regular meetings with administrative and clinic staff.
- Covers for other Established Patient Scheduling Supervisors as needed.
SCHEDULING:- Acts as the subject matter expert for all scheduling processes and procedures for assigned disease groups. Works with providers and Administrative Directors to develop and implement workflows related to scheduling in compliance with standard scheduling practices. Keeps all documentation, tools, and resources for staff up to date.
- Proactively reviews scheduling orders and sets priorities for CSS based on patient impact. Manages scheduling deadlines and delegates work to staff as needed. Uses judgement to escalate to leadership when a deadline is at risk.
- Acts as the primary resource for staff for all questions related to patient scheduling. Serves as the first point of escalation for complex scheduling issues, including those involving appointments with more than one provider, procedures and/or imaging.
- Manages all stakeholder communications and expectations pertaining to patient scheduling. Provides regular updates to disease center leaders and clinical directors on program progress, successes and areas for improvement or adjustment. Works closely with the New Patient and DFCI Welcome Center teams to share cross-functional information.
- Ensures all scheduling is completed efficiently while striving to provide excellence in the patient contact experience. Leads small scale process improvement efforts and monitors key performance indicators. Monitors processes so that correct special billing and revenue processes function properly.
- Troubleshoots a wide variety of issues that arise related to patient scheduling. Triages complaints to Patient and Family Services department as needed and works to resolve issues to patient/family's satisfaction.
- Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
- Other duties and responsibilities as assigned.
Personnel/Human Resources:- Provides HR management in the areas of hiring, corrective action, training, and evaluation of employees.
- Assess operational performance and staff morale
- Completes performance evaluations for Clinical Scheduling Specialists and/or Protocol Schedulers. Develops employees through on-going coaching, counseling, and training. Administers corrective action if appropriate.
- Develops, oversees, and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring.
- Ensures judicial use of overtime for assigned staff.
SUPERVISORY RESPONSIBILITIES: 12 to 15 direct reports
PATIENT CONTACT: Phone contact
MINIMUM JOB QUALIFICATIONS: - High school diploma required; Bachelor's Degree in health administration or related field strongly preferred.
- 4 years of related health care and/or customer service experience with at least 1 year of supervisory experience or 1 year as Clinical Scheduling Lead (internal) required.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: - Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
- Communications skills: Exceptional skills for a varied workforce that includes MD's RN's, NP, PA, Fellows, and administrative staff.
- Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position. Ability to effectively manage day-to-day operations, establish and maintain policies and procedures, monitor service statistics, and ensure effective coordination of training programs. Ability to engender these skills among staff.
- Personnel Management: Ability to skillfully handle issues of sensitive nature with respect to confidentiality, abiding by institutional guidelines. Ability to recruit, train and supervise staff and to ensure that performance evaluations, payroll, employee changes and other HR transactions are completed in an accurate and timely manner. Ability to provide support, direction, and development to staff.
- Leadership: Ability to identify issues and improvement projects. Demonstrates integrity. Ability to communicate effectively, sell ideas, and take ownership and responsibility for activities.
- Discretion and Confidentiality: Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.
- Analytical Skills: Ability to conduct operational analysis and understand statistical reports.
- Critical Thinking/Decision Making: Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions.
- Information Systems/Technology Skills: Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), Customer Relationship Manager (CRM), Epic.
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate's relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$70,700.00 - $96,600.00
