The Supervisor, New Patient Operations provides daily oversight and direction to a team of New Patient Coordinators (NPC) and Records Specialists (RS) to ensure all new patient appointment requirements are completed in accordance with DFCI guidelines and customer service standards. The Supervisor, New Patient Operations reports to the Manager, New Patient Operations.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Acts as the subject matter expert for all new patient coordination for assigned disease groups. Works with operations and clinical leadership to develop and implement workflows related to new patient intake, scheduling, and records collection in compliance with standard practices. Keeps all documentation, tools, and resources for staff up to date.
• Acts as the primary resource for staff for all questions related to new 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. Partners with the disease center Administrative Directors to work through the challenges of appointment availability.
• Troubleshoots a wide variety of issues that arise related to new patient scheduling and records collection, including working with external institutions to collect necessary medical records and managing patient complaints.
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Manages all stakeholder communications and expectations pertaining to new patient coordination and records collection. Provides regular updates to disease center leaders and clinical directors on program progress, successes and areas for improvement or adjustment. Works closely with the Established Patient and Welcome Center teams to share cross-functional information.
• Ensures all new patient scheduling and records collection 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.
• Collaborates with Training/Quality Assurance team to onboard and train new staff, develop and maintain resources, and monitor and coach staff
• Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
• Other duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises team of New Patient Coordinators and New Patient Records Specialists in multiple disease centers.  Responsible for recruiting, onboarding, and training of staff in collaboration with New Patient Trainer and 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.

PATIENT CONTACT:

Yes, adult patient population

MINIMUM JOB QUALIFICATIONS:

A Bachelor’s Degree in health administration or related field is strongly preferred, along with 2 years of related health care and/or customer service experience

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of medical terminology preferred
• Previous supervisory experience preferred
• Effective Communicator
• Customer Service Oriented
• Conflict Management
• Relationship Builder
• Technically Credible
• Team Builder
• Adaptable
• Problem Solver
• Exercises Strong Judgement

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.

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