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 Contact Center Manager is responsible for providing strategic direction and oversight to the DFCI Welcome Center Triage 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 individuals calling into DFCI. He/she will also work within his/her team to motivate and energize staff with a focus on collaboration and ongoing supportive performance management.
MINIMUM JOB QUALIFICATIONS:
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
The Contact Center Manager directly supervises the Patient Rep Supervisors and indirectly supervises the Patient Representatives.
Yes this position entails patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter or patient portal (Partners Patient Gateway). Age population served will depend upon clinical area assigned.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.