The Senior Manager, Contact Center is responsible for providing strategic direction and daily oversight to the DFCI Welcome Center Triage teams. This role collaborates with management across the Contact Operations, ACO, as well as DFCI leadership to ensure an exceptional patient experience is delivered to all individuals calling into DFCI. The role also works within their team to motivate and energize staff with a focus on collaboration and ongoing supportive performance management. The Senior Manager is responsible for the long-term success of the Welcome Center and creating a high-performing and patient-centric environment. The leader of the Welcome Center, the role is responsible for developing the best-in-class customer service and patient-centric models, as the first impression for patients calling into Dana-Farber Cancer Institute.
The Senior Manager establishes short term and long-term New, Established, and Pediatric Contact Center Operations goals that are aligned with the institute strategic goals and advances new patient operations objectives in collaboration with the leadership team and in alignment with the vision and mission of the organization.
Primary Duties and Responsibilities- Provide strategic leadership for the Welcome Center triage model, driving continuous improvement in patient satisfaction and staff performance
- Establish, monitor, and enforce performance metrics and service standards to optimize operations and reduce reliance on overflow services
- Lead Customer Service Excellence initiatives, including training, onboarding, and development programs to enhance patient experience
- Set and drive department goals aligned with organizational strategy, ensuring accountability for outcomes
- Develop and execute a strategic roadmap for growth, innovation, and expansion of Welcome Center services
- Build and manage cross-functional partnerships (e.g., BIDMC, clinical teams, IS) to enhance coordination and service delivery
- Oversee operational excellence, including 24/7 support models, staffing, budget management, and patient safety/complaint resolution
- Advance digital and omnichannel capabilities, including non-phone support and AI-driven quality assurance initiatives
- Supervise staff. Hire, develop, and manage staff to achieve organizational goals. Set clear expectations, deliver feedback, and monitor performance for quality, efficiency, and compliance with policies and procedures. Mentor staff, foster career growth, and cultivate a positive and productive work environment.
Knowledge, Skills and Abilities- Expertise in customer support operations (healthcare preferred)
- Knowledge of medical terminology; EMR (Epic) and CRM proficiency
- Ability to manage staffing based on demand and service levels
- Experience tracking KPIs and enforcing performance standards
- Ability to maintain confidentiality and handle sensitive information
- Strong relationship-building across clinical and administrative teams
- Excellent customer service and conflict resolution skills
- Detail-oriented, adaptable, and effective in fast-paced environments
Minimum Job Qualifications- Bachelor's degree required.
- 6+ years of administrative and/or customer service experience required.
- Healthcare call center and/or telecommunications experience preferred.
License/Certification/Registration Required: None
Supervisory Responsibilities: Yes
- Directly supervises Welcome Center Supervisors and Supervisor IIs (approx. 6 FTE). Indirectly supervises Patient Representative I and II employees (approx. 75+ FTE).
Patient Contact: Yes
- Direct patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter, or patient portal (Partners Patient Gateway). Age population served will depend upon clinical area assigned.
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).
$88,600.00 - $104,800.00
