Manager, International Patient Center, Bilingual

Reporting to the Director/Senior Director and in collaboration with Brigham and Women’s Hospital International Patient Center, the Manager of Dana-Farber International Patient Center is responsible for overseeing day-to-day operations, collaborating with internal and external stakeholders, and managing staff and processes related to international care and coordination at Dana-Farber Cancer Institute (DFCI). Drawing on a broad understanding of international patient care, Dana-Farber, Brigham and Women’s Hospital practices and policies, and displaying a degree of initiative and independent judgement, the Manager will continually assess and direct a wide range of issues, including personnel management, systems issues, program and relationship development, and escalated patient issues that may arise.

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:

• Leads efforts to ensure that a consistent and exceptional patient experience is delivered in accordance with DFCI customer service standards and service levels.
• Develops and maintains relationships with the Brigham and Women’s Hospital International Patient Center (IPC) office, disease center teams and other DFCI stakeholders to continually improve operations, maintain quality, and ensure stakeholder satisfaction.
• Develops and maintains Standard Operating Procedures (SOPs).
• Monitors, analyzes, and reports on data (from Epic, CRM, other data sources) to IPC Operational Leadership, IPC Nurse Director and/or IPC Associate Medical Director.
• Ensures appropriate coverage in absence of international patient coordination staff; may include hands‑on coverage. Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Resolves issues or ensure appropriate escalation.
• Facilitates and organizes case conference meetings between International Office clinical team and select Embassies. Responsible for putting together agenda, patient summary lists and managing action items.
• Manages select, complicated cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• Partners with Ambulatory Clinical Operations leadership to attain business goals with operational stability.
• Develops and implements programs/initiatives to optimize operations and programmatic development.
• Responsible for recruiting, onboarding, and training of staff in collaboration with 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.
• Troubleshoots a wide variety of issues that arise related to patient coordination and records collection, including working with external institutions to collect necessary documentation, medical records and managing complaints.
• Collaborates with leadership and marketing/communications on internal, external, and patient facing materials.
• Responsible for ensuring all staff tasks are completed in…