Supervisor, Disease Center Scheduling-Pediatrics

About the role

Reporting to the Manager of Established Patient Operations, the Supervisor of Established Patient Operations oversees day-to-day and scheduling operations, directly supervising approximately 8 Clinical Scheduling Specialists and Clinic Coordinators. This role provides human resources management, including hiring, corrective action, training, and evaluation of employees. The Supervisor ensures all established patient scheduling adheres to DFCI Scheduling Guidelines and customer service standards, addressing personnel management, systems issues, and escalated patient concerns.

Responsibilities

Operational

• Oversees the day-to-day performance of Clinical Scheduling Specialists and Clinic Coordinators, identifying opportunities for improvement.
• Assists leadership with implementing policies, programs, and procedures.
• Develops and maintains staff schedules, including contingency plans for absences, and monitors performance metrics and KPIs.
• Ensures HIPAA policies and procedures are fully implemented and adhered to.
• Maintains the on-site physical work environment of scheduling staff.
• Evaluates staffing needs to meet quality and performance standards, ensuring necessary resources are available.
• Identifies, monitors, and resolves IS and telecommunication issues impacting daily operations.
• Problem-solves and identifies opportunities for improvement in day-to-day operations.
• Participates in hardware/software installation, troubleshooting, and system access; serves as a resource for staff on information systems and safety issues.
• Holds regular meetings with administrative and clinic staff.
• Covers for other Established Patient Scheduling Supervisors as needed.

Scheduling

• Acts as the subject matter expert for all scheduling processes and procedures for assigned disease groups.
• Works with providers and Administrative Directors to develop and implement workflows in compliance with standard scheduling practices.
• Keeps all documentation, tools, and resources for staff up to date.
• Proactively reviews scheduling orders and sets priorities based on patient impact.
• Manages scheduling deadlines and delegates work to staff, escalating to leadership when necessary.
• Serves as the primary resource for staff on patient scheduling and the first point of escalation for complex issues.
• Manages stakeholder communications and expectations pertaining to patient scheduling.
• Provides regular updates to disease center leaders and clinical directors on program progress, successes, and areas for improvement.
• Collaborates with the New Patient and DFCI Welcome Center teams to share cross-functional information.
• Ensures scheduling is completed efficiently while striving for excellence in patient contact experience.
• Leads small-scale process improvement efforts and monitors key performance indicators.
• Monitors processes to ensure correct special billing and revenue functions.
• Troubleshoots a wide variety of issues related to patient scheduling and triages complaints to Patient and Family Services as needed.
• Uses discretion to recognize emergencies and resolve issues, engaging leadership when appropriate.

Personnel/Human Resources

• Provides HR management in hiring, corrective action, training, and evaluation of employees.
• Assesses operational performance and staff morale.
• Completes performance evaluations for Clinical Scheduling Specialists and/or Protocol Schedulers.
• Develops employees through ongoing coaching, counseling, and training.
• Administers corrective action if appropriate.
• Develops, oversees, and monitors competency training for assigned staff to ensure compliance.
• Ensures judicial use of overtime for assigned staff.

Requirements

• Bachelor’s Degree required, preferably in health administration or a related field.
• 2 years of related healthcare and/or customer service experience required.
• Level II experience required (internal).

Skills

• Time Management: Exceptional organizational skills and ability to prioritize effectively, handling multiple tasks and deadlines.
• Communication Skills: Exceptional skills for interacting with a varied workforce, including MDs, RNs, NPs, PAs, Fellows, and administrative staff.
• Quality Assurance: Ability to work efficiently, manage day-to-day operations, establish policies, monitor service statistics, and coordinate training programs.
• Personnel Management: Ability to handle sensitive issues confidentially, recruit, train, and supervise staff, and ensure accurate and timely HR transactions.
• Leadership: Ability to identify issues, drive improvement projects, communicate effectively, and take ownership of responsibilities.
• Discretion and Confidentiality: Ability to handle sensitive matters discreetly and ensure staff adhere to confidentiality guidelines.
• Analytical Skills: Ability to conduct operational analysis and understand statistical reports.
• Critical Thinking/Decision Making: Ability to evaluate situations and make independent, timely decisions.
• Information Systems/Technology Skills: Exceptional computer skills, including Microsoft Office, Customer Relationship Manager (CRM), and Epic.

Supervisory Responsibilities

8-10 direct reports.

Patient Contact

Phone contact.

Pay

$59,600.00 - $67,600.00