Reporting to the Senior Manager of New and Established Patient Operations, the Manager of New and Established Patient Operations is responsible for the oversight of the day-to-day and scheduling operations and staff. Drawing on a broad understanding of the DFCI and new/established patient operations practices and policies, and displaying a degree of initiative and independent judgement, the Manager continually assesses and directs a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise. The Manager is responsible for ensuring all patient scheduling is completed in accordance with DFCI Scheduling Guidelines and customer service standards.
Primary Duties and Responsibilities- Leads recruitment, onboarding, and training of scheduling and records staff. Collaborates with the Quality and Training team and other stakeholders to ensure staff are equipped with the necessary skills. Provides ongoing coaching, administer corrective actions when needed, and conducts annual performance evaluations to foster professional growth. Manages HR-related tasks such as hiring, training, and evaluating staff. Develops and oversees competency training programs to ensure compliance with organizational standards. Monitors staff morale, administers corrective actions when necessary, and ensures overtime is used judiciously to maintain a balanced and efficient team.
- Oversees daily operations of the new and established patient scheduling team, ensuring tasks are completed efficiently and aligned with organizational standards. Actively identifies areas for improvement, provides hands-on support when needed, and ensures compliance with HIPAA policies and procedures. Acts as the first point of escalation for complex scheduling challenges, such as multi-provider appointments, imaging, or procedures. Partners with disease center Administrative Directors, clinical teams and other collaborative areas to address appointment availability and other operational barriers.
- Serves as subject matter expert for new and established patient scheduling workflows, including new patient intake, appointment coordination, and records collection. Established patient scheduling workflows, including all message management, all appointment coordination and all patient scheduling needs. Develops and implements efficient processes, maintains up-to-date documentation and tools, and ensures deadlines are met. Escalates risks to leadership when necessary.
- Tracks and analyzes staff performance metrics and KPIs to ensure operational goals are met. Leads small-scale process improvement initiatives to enhance efficiency, accuracy, and the overall patient experience. Monitors special billing and revenue processes to ensure proper functionality.
- Maintains open communication with disease center leaders, clinical directors, and other stakeholders. Provides regular updates on program progress, successes, and areas for adjustment. Collaborates with cross-functional teams, including the Clinic Operations and Welcome Center teams, to share information and align workflows.
- Develops and maintains staff schedules, including contingency plans for absences. Ensures the physical work environment is conducive to productivity and that all necessary resources, tools, and systems are available and functional. Troubleshoots operational issues as they arise.
- Addresses IS and telecommunication issues impacting daily operations. Assists with hardware/software installations, troubleshoots system access problems, and serves as a resource for staff on technology-related questions. Participates in system updates and ensure staff are trained in new tools.
- Represents the department in operational and personnel matters, including issue investigations, patient complaints, and project-based meetings. Acts as a subject matter expert on special projects and provide input on the development and implementation of policies, programs, and procedures.
Knowledge, Skills and Abilities- Subject matter expert in all facets of Ambulatory Clinical Operations (specific to current department).
- Demonstrated ability to adapt to environment with changing priorities, embrace change and impart openness to change within team, and act as change champion amongst peers, direct reports, and within disease centers.
- Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
- Demonstrated ability to work effectively and considerately with diverse groups of patients, staff and providers while handling various tasks simultaneously.
- Exceptional verbal and written communication and interpersonal skills for a varied workforce that includes MD's RN's, NP, PA, Fellows, and administrative staff. Exceptional customer service and conflict management skills.
- 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.
- 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.
- Ability to identify issues and improvement projects. Demonstrates integrity. Ability to communicate effectively, sell ideas, and take ownership and responsibility for activities. Ability to build teams and relationships.
- Ability to handle sensitive and confidential matters discreetly and to ensure confidentiality guidelines are maintained by staff.
- Ability to conduct operational analysis and understand statistical reports.
- Ability to appropriately evaluate all aspects of a situation and to independently make appropriate and timely decisions. Ability to exercise strong judgement. Exceptional problem-solving skills.
- Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), Customer Relationship Manager (CRM), electronic fax system, Epic. Knowledge of medical terminology preferred.
Minimum Job Qualifications- Bachelor's degree required, preferably in Health Administration or related field.
- 5 years of related health care and/or customer service experience required.
- Previous supervisory experience required.
License/Certification/Registration Required: None
Supervisory Responsibilities: Yes
- Directly supervises scheduling staff including, but not limited to, New Patient Coordinators, Clinical Scheduling Specialists, Surgical Scheduling Specialists, Patient Records Specialists, Pathology Material Specialists, and/or New and Established Operations Leads.
Patient Contact: Yes
- Phone contact, minimal face to face contact, as needed
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).
$74,300.00 - $87,400.00
