• Supervisor, Disease Centers

    Location US-MA-Boston
    Job Posted Date 2 weeks ago(10/31/2018 9:48 AM)
    Job ID
    Administration Support/Customer Service
    full time
  • Overview

    The New Patient Supervisor is responsible for overseeing all aspects of the New Patient Coordinator and Record Specialist workflow. The Supervisor ensures the delivery of superior customer service on the part of New Patient Coordinators and New Patient Records Specialists to all patients, family members, referring physician offices, providers, and staff at all times in accordance with the DFCI Customer Service Standards. The individual in this position will play a critical role in facilitating and managing all new patient coordination and records management-related tasks for patients and their families across multiple disease centers for multiple care teams.


    • Oversees all aspects of new patient coordination, records collection, and management process as delivered by the New Patient Coordinators and New Patient Records Specialists
    • Possesses a level of independence requiring knowledge of multiple disease specific programs
    • Able to comprehend and implement new concepts or modifications to processes quickly
    • Provides support and direction for arranging resources and materials to support the patient experience and visit for new patients
    • Is familiar with navigating electronic tracking systems used to document progress in retrieval of pertinent patient materials
    • Develops and implements standard policies and workflows related to collecting and managing medical records, including processes for following-up with patients, hospitals, and other parties on materials status
    • Provides general disease or program-specific information to New Patient Coordinators and New Patient Records Specialists within the scope of knowledge and authority
    • Oversees the processing of paperwork and completion of administrative tasks associated with clinical care including managing materials requests, orders, and records uploading
    • Communicates and partners with Patient Representative and Clinical Scheduling teams to facilitate daily operations and share cross-function information
    • Develops and maintains functional resources required for staff to operate effectively
    • Coordinates and facilitates recruiting, interviews, onboarding, and training of new hires and delivers refresher courses as needed
    • Ensures adherence to standard operating procedures and compliance requirements
    • Resolves issues appropriately and escalates to leadership when necessary
    • Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
    • Coordinate and communicate coverage plans for planned and unplanned absences. This includes the responsibility to provide coverage for the New Patient Coordinators and New Patient Records Specialists as needed.
    • Provides regular updates and feedback to management and leadership on overall program progress, successes, and areas for improvement or adjustment
    • Leads small scale process improvement efforts to support streamlined and efficient operations and continually strive towards providing a positive patient contact experience
    • Conducts performance reviews and performance monitoring as required for New Patient Coordinators and New Patient Records Specialists.
    • Consistently demonstrates discretion and professionalism with directors, leadership, and staff.
    • Ensures continuous collaboration and communication with key stakeholders, and appropriately escalates issues; Acts as a liaison between staff and operations directors/leadership.


        • Bachelor's degree and 2+ years of experience working in a medical or customer service setting
        • Scheduling experience and knowledge of medical terminology preferred
        • Demonstrated supervisory skills or leadership experience required
        • Ability to multi-task and function as an integral member of a team
        • Excellent communication, organizational, time management, and customer service skills
        • Strong attention to detail
        • Ability to identify resources within the Institute and exhibit a proactive approach to problem solving
        • Ability to handle sensitive and confidential operational or personnel information with discretion


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