Zakim Practice Manager

Reporting to the Administrative Director, the Zakim Practice Manager is a mission-critical leader that provides oversight of daily operations of the Zakim Center’s clinic to manage patients’ and visitors’ first impressions and maximize both efficient patient care and satisfaction to oncology patients and their families. The Practice Manager assumes accountability for providing positive operational impacts and consistent effectiveness in the areas of clinical support staff performance, resource utilization, and patient experience.

Additionally, the Practice Manager actively participates in all regulatory requirements, ensuring compliance with Dana-Farber Cancer Institute’s policy and procedures, quality improvements projects, and institute initiatives.

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

• Provides oversight of daily patient experience and clinic operations for the Zakim Center. Partners with the Clinic Medical Director and Administrative Director to implement strategic initiatives and quality improvement projects. Collaborates with clinical and administrative leaders to identify operational issues, recommend solutions, and support continuous improvement. Ensures clinic operations align with organizational goals, service standards, and patient care priorities.
• Managers day-to-day scheduling activities for Zakim services across the Longwood campus and regional locations, including monitoring daily reports, identifying gaps, and resolving issues within complex scheduling systems. Creates, edits, and modifies provider and nursing templates in Epic in response to leadership and clinician needs. Establishes and maintains best practices for scheduling across multiple departments and services to ensure compliance with Institute standards and support Zakim’s care model.
  
  Assists in developing documentation, referral pathways, and operational workflows for new service lines, and collaborates with research and Epic teams to support study participant scheduling, system updates, efficiency improvements, and adoption of new tools.
• Coordinates with the Disease Center Administrative Director to monitor provider template utilization and recommend improvements that maximize exam room use, room efficiency, and overall clinic flow. Oversees patient rooming, patient movement, and real-time throughput to ensure visits are safe, efficient, and patient-centered. Makes immediate operational adjustments as needed to minimize delays and maintain effective clinic flow. Ensures infection control practices are consistently followed in accordance with institutional standards and guidance from the infection control department.
• Manages patient feedback and complaints, including matters filed through Patient Family Relations, and works directly with staff, patients, and leadership to resolve concerns in a timely and professional manner. Implements corrective actions and process improvements to enhance the overall patient experience. Partners with clinicians, staff, and leadership to proactively identify potential service issues and…