Manager, and Established Patient Operations; Float

Reporting to the Senior Manager of New and Established Patient Operations, the Manager of New and Established Patient Operations is responsible for the oversight of the day-to-day and scheduling operations and staff. Drawing on a broad understanding of the DFCI and new/established patient operations practices and policies, and displaying a degree of initiative and independent judgement, the Manager continually assesses and directs a wide range of issues, including personnel management, systems issues, and escalated patient issues that may arise.

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

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.

• Leads recruitment, onboarding, and training of scheduling and records staff. Collaborates with the Quality and Training team and other stakeholders to ensure staff are equipped with the necessary skills. Provides ongoing coaching, administer corrective actions when needed, and conducts annual performance evaluations to foster professional growth. Manages HR-related tasks such as hiring, training, and evaluating staff. Develops and oversees competency training programs to ensure compliance with organizational standards.
  
  Monitors staff morale, administers corrective actions when necessary, and ensures overtime is used judiciously to maintain a balanced and efficient team.
• Oversees daily operations of the new and established patient scheduling team, ensuring tasks are completed efficiently and aligned with organizational standards. Actively identifies areas for improvement, provides hands‑on support when needed, and ensures compliance with HIPAA policies and procedures. Acts as the first point of escalation for complex scheduling challenges, such as multi‑provider appointments, imaging, or procedures. Partners with disease center Administrative Directors, clinical teams and other collaborative areas to address appointment availability and other operational barriers.
• Serves as subject matter expert for new and established patient scheduling workflows, including new patient intake, appointment coordination, and records collection. Established patient scheduling workflows, including all message management, all appointment coordination and all patient scheduling needs. Develops and implements efficient processes, maintains up-to-date documentation and tools, and ensures deadlines are met. Escalates risks to leadership when necessary.
• Tracks and analyzes staff performance metrics and KPIs to ensure operational goals are met. Leads small‑scale process improvement initiatives to enhance efficiency, accuracy, and the overall patient experience. Monitors special billing and revenue processes to ensure proper functionality.
• Maintains open communication with disease center leaders, clinical directors, and other stakeholders. Provides regular updates on program progress, successes, and areas for adjustment. Collaborates with cross‑functional teams, including the Clinic Operations and…