Supervisor, Disease Center Scheduling-Pediatrics

Supervisor of Established Patient Operations

Reporting to the Manager, Established Patient Operations, the Supervisor of Established Patient Operations is responsible for the oversight of day-to-day and scheduling operations. The Supervisor has direct supervision of approximately 8 Clinical Scheduling Specialists and Clinic Coordinators. The Supervisor provides human resources management of staff relative to hiring, corrective action, training, and evaluation of employees. Drawing on a broad understanding of the DFCI and Scheduling Department practices and policies, and displaying a degree of initiative and independent judgement, the Supervisor will continually assess and direct a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise.

The Supervisor is responsible for ensuring all established patient scheduling is completed in accordance with DFCI Scheduling Guidelines and customer service standards.

Operational:

• Oversees the day-to-day performance of Clinical Scheduling Specialists and Clinic Coordinators. Identifies opportunities for improvement. Understands at a fundamental level how to complete the tasks required by those under their management and provides support as needed.
• Assists Established Scheduling Operations leadership with the implementation of policies, programs, and procedures.
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Monitors staff performance metrics and KPIs.
• Ensure that HIPAA policies and procedures are fully implemented and adhered.
• Ensures the on-site physical work environment of scheduling staff is maintained.
• Evaluates staffing needs to meet quality and performance standards. Ensures that all necessary resources are available and troubleshoots whenever necessary.
• Identifies, monitors and resolves IS and telecommunication issues which impact daily operations.
• Problem solves and identifies opportunities for improvement in day-to-day operations.
• Participates in hardware/software installation, troubleshooting, system access, etc.; serves as resource for questions related to information systems.
• Serves as resource for staff to ensure that safety issues are addressed.
• Hold 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 related to scheduling in compliance with standard scheduling practices. Keeps all documentation, tools, and resources for staff up to date.
• Proactively reviews scheduling orders and sets priorities for CSS based on patient impact. Manages scheduling deadlines and delegates work to staff as needed. Uses judgement to escalate to leadership when a deadline is at risk.
• Acts as the primary resource for staff for all questions related to 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.
• Manages all 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 or adjustment. Works closely with the New Patient and DFCI Welcome Center teams to share cross-functional information.
• Ensures all scheduling 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.
• Troubleshoots a wide variety of issues that arise related to patient scheduling. Triages complaints to Patient and Family Services department as needed and works to resolve issues to patient/family's satisfaction.
• Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
• Other duties and responsibilities as assigned.

Personnel/Human Resources:

• Provides HR management in the areas of hiring, corrective action, training, and evaluation of employees.
• Assess operational performance and staff morale
• Completes performance evaluations for Clinical Scheduling Specialists and/or Protocol Schedulers. Develops employees through on-going coaching, counseling, and training. Administers corrective action if appropriate.
• Develops, oversees, and monitors competency training for assigned staff to ensure training and compliance with regular competencies and task monitoring.
• Ensures judicial use of overtime for assigned staff.

• Time Management:
  Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when…