Scheduling Manager

US-MA-Boston
1 week ago(1/8/2018 9:00 AM)
Job ID
2018-9276
Category
Operations
Type
full time
Grade
22

Overview

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

The Scheduling Manager is responsible for providing direction and oversight to the Scheduling teams. He/she will collaborate with management across the Contact Operations team as well as DFCI leadership to ensure an exceptional customer experience is delivered to all established patients. He/she will also work within their team to motivate and energize staff with a focus on collaboration and ongoing supportive performance management.



Responsibilities

  • Work closely with the Director of Scheduling, Director of Disease Center Operations and Practice Directors on all DFCI scheduling initiatives
  • Function as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects related to scheduling
  • Provides regular updates and feedback to leadership on overall program development progress, successes, and areas for improvement or adjustment
  • Convert technical information into user-friendly instructional and communication material using a variety of educational methodologies and tools
  • Collaborate with Supervisors on performance and quality goals for established patient scheduling staff
  • Provide scheduling support to all disease center and floor operations staff
  • Maintain comprehensive understanding of outbound and inbound customer support processes within the scheduling workflow
  • Optimize and flex resource allocation to account for call volume demands to ensure optimal patient experience
  • Ensure that teams adhere to the performance standards of the Scheduling department
  • Track and monitor KPIs to ensure service levels are met

Qualifications

  • Bachelor’s degree (BA or BS) is required. Masters in management or related area preferred.
  • Prior training experience for both soft skills and technical skills preferred.
  • Experience facilitating team building, and customer service programs are essential.
  • Experience with Epic- Cadence is required.
  • 3-5 years working in a healthcare setting required.

 

  • Excellent communication skills and has the ability to interact with all levels of the organization.
  • Basic understanding of how an organization needs to operate.
  • Coaching – helping individuals and teams learn to work more effectively in pursuit of professional and personal goals.
  • Relationship building and collaboration with employees and managers.
  • Ability to inspire, engage, and influence others; ability to establish credibility with senior leaders and managers.
  • Strong personal initiative: ability to work independently and creatively.
  • Excellent interpersonal skills: mature, dependable, enthusiastic, motivated and willing to learn new tasks.
  • Excellent organizational (attention to detail), communication (oral and written), and problem-solving skills.
  • Strong PC proficiency with advanced Excel knowledge.




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