Reporting to the Director/Senior Director and in collaboration with Brigham and Women's Hospital International Patient Center, the Manager of Dana-Farber International Patient Center is responsible for overseeing day-to-day operations, collaborating with internal and external stakeholders, and managing staff and processes related to international care and coordination at Dana-Farber Cancer Institute (DFCI). Drawing on a broad understanding of international patient care, Dana-Farber, Brigham and Women's Hospital 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, program and relationship development, and escalated patient issues that may arise.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Leads efforts to ensure that a consistent and exceptional patient experience is delivered in accordance with DFCI customer service standards and service levels.
• Develops and maintains relationships with the Brigham and Women's Hospital International Patient Center (IPC) office, disease center teams and other DFCI stakeholders to continually improve operations, maintain quality, and ensure stakeholder satisfaction.
• Develops and maintains Standard Operating Procedures (SOPs).
• Monitors, analyzes, and reports on data (from Epic, CRM, other data sources) to IPC Operational Leadership, IPC Nurse Director and/or IPC Associate Medical Director.
• Ensures appropriate coverage in absence of international patient coordination staff; may include hands-on coverage. Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Resolves issues or ensure appropriate escalation.
• Facilitates and organizes case conference meetings between International Office clinical team and select Embassies. Responsible for putting together agenda, patient summary lists and managing action items.
• Manages select, complicated cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• Partners with Ambulatory Clinical Operations leadership to attain business goals with operational stability.
• Develops and implements programs/initiatives to optimize operations and programmatic development.
• Responsible for recruiting, onboarding, and training of staff in collaboration with other key stakeholders. Provides regular coaching and feedback. Manages staff performance and conducts annual reviews. Collaborates with Human Resources on policies and procedures, leave administration, employee relations and corrective action process
• Troubleshoots a wide variety of issues that arise related to patient coordination and records collection, including working with external institutions to collect necessary documentation, medical records and managing complaints.
• Collaborates with leadership and marketing/communications on internal, external, and patient facing materials.
• Responsible for ensuring all staff tasks are completed in accordance with institute, governmental/embassy, and customer service standards.
• Trains incoming new staff and acts as a point of contact in times of limited staffing.
• Fosters an environment that is sensitive to the needs of diverse populations, including but not limited to culture, ethnicity, gender, and age.
• Serves as on-call contact after hours, weekends, and holidays as needed.
• Meets expectations of accessibility for patients, embassies, and other key stakeholders.
• Other duties and responsibilities as required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of patient scheduling. Knowledge of medical terminology preferred.
• Strong leadership, analytical, decision making and change management skills.
• Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), Customer Relationship Manager (CRM) tools.
• Exceptional customer service skills including the ability to deescalate and resolve patient concerns.
• Exceptional communication skills.
• Strong process improvement skills.
• Ability to relate to and collaborate with a varied workforce that includes MD's RN's, NP, PA, Fellows, embassies, and administrative staff in a highly matrix organization.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to handle sensitive and confidential information discreetly.

MINIMUM JOB QUALIFICATIONS:

• Bachelor's degree required; Master's degree preferred.
• 5 years of administrative and/or customer service experience required; healthcare and/or hospitality experience preferred.
• 1 year of supervisory/management experience or Level II/Lead experience (internal) required.
• Prior experience with Epic preferred.
• Bilingual or Multilingual preferred; Knowledge of Arabic a plus.

SUPERVISORY RESPONSIBILITIES:

Directly supervises international patient coordination staff.

PATIENT CONTACT:

Yes, this position entails patient contact and communication, both by phone and in person. Age of population served is primarily adult.

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).

$92,100.00 - $101,600.00