Supervisor DFCI Welcome Center

About the role

The Supervisor, DFCI Welcome Center provides daily oversight and direction to a team of Patient Representatives to ensure all calls received by the Welcome Center, DFCI’s internal call center, are handled in accordance with established guidelines and customer service standards. The Supervisor reports to the Welcome Center Senior Manager.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life‑changing breakthroughs in cancer research and patient care, united in a mission of conquering cancer, HIV/AIDS, and related diseases. The institute strives to create an inclusive, diverse, and equitable environment providing compassionate, comprehensive care to patients of all backgrounds, with programs promoting public health particularly among high‑risk and underserved populations. Dana‑Farber conducts groundbreaking research, educates tomorrow’s physicians and researchers, and partners with Harvard Medical School‑affiliated hospitals.

Responsibilities

• Develops and implements workflows for incoming calls to the Welcome Center in collaboration with functional teams and disease center leadership to achieve institutional objectives related to the patient contact experience.
• Works with technical partners including Telecommunications and Information Services to ensure optimal functioning of systems related to call triage.
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Manages all stakeholder communications and expectations pertaining to Welcome Center operations.
• Acts as an ambassador of the Welcome Center, collaborating with various stakeholders to promote the patient contact experience.
• 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 New Patient teams to share cross‑functional information.
• Ensures the Welcome Center operates efficiently while striving to provide excellence in the patient contact experience.
• Leads small‑scale process improvement efforts and monitors key performance indicators and call metrics.
• Collaborates with Training/Quality Assurance team to onboard and train new staff, develop and maintain resources, and monitor and coach staff.
• Troubleshoots a wide variety of issues that arise related to incoming calls and the call transfer process.
• Uses discretion to recognize emergencies and resolve issues; engages leadership when appropriate.
• Other duties and responsibilities as assigned.

Requirements

• 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

Qualifications

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

Supervisory responsibilities

• Supervises a team of Patient Representatives.
• Responsible for recruiting, onboarding, and training of staff.
• 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.

Pay

Hiring range: $60,900.00 – $67,500.00 (based on market pay structures; individual salaries determined by business needs, market conditions, internal equity, and the candidate’s relevant experience, skills, and qualifications).