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Reporting to the Manager, Established Patient Operations the Clinical Scheduling Lead position offers exposure to the day-to-day operations of disease center scheduling. Working independently, and under general supervision, the clinical scheduling lead will provide scheduling support, and coverage support to both scheduling staff and manager. This position is responsible for all aspects of patient scheduling in accordance with department scheduling guidelines. Provides superior customer services to all patients, family members, physicians, and staff at all times in accordance with the DFCI Customer Services Standards. The individual will play a critical role in facilitating all aspects of patient care.

The individual must possess expert knowledge of scheduling operations, Dana-Farber and the patient experience. They have demonstrated through tenure excellent organizational skills, attention to detail, knowledge of all guidelines, services and procedures related to scheduling operations of assigned disease groups. Drawing from experience and understanding of DFCI and scheduling experience they will work closely with the Manager to continually assess the disease scheduling operations and bring forth new initiatives to improve operation.

In addition to performing all duties, administrative and clinical operations support responsibilities of the Clinical Scheduling Specialist I/ II, this position assists the clinical practice support management with workflow and allocation of resources within the program/group.

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.

Scheduling:

• Subject matter expert for all scheduling processes and procedures for assigned disease groups both established and protocol scheduling

• Acts as the primary resource for staff for all questions related to patient scheduling. Works with clinical scheduling specialists, protocol schedulers, clinic floor staff to solve day to day complications with patient scheduling including those involving appointments with more than one provider, procedures and/or imaging

• Holds key role in negotiating with clinical team regarding scheduling barriers and works collaboratively with management to resolve potential problems

• Ensures all scheduling is completed efficiently while striving to provide excellence in the patient contact experience.

• Assists with special projects to improve disease specific scheduling practices

• Other duties and responsibilities as assigned.

Operational:

• Actively support, and champion, operational initiatives and changes within the department.

• Acts as subject matter expert for institute initiatives.

• Leads disease center specific training of staff across all role groups to ensure patient, and department needs are met.

• Responsible for missing labs report consolidation amongst other reporting responsibilities.

• Covers for other clinical scheduling specialist, protocol schedulers or own Manager as needed.

• Assists Established Scheduling Operations leadership with the implementation of policies, programs, and procedures.

• Works closely with Manager to develop contingency plans for scheduled and unscheduled absences.

• Ensure that HIPAA policies and procedures are fully implemented and adhered.

• Problem solves and identifies opportunities for improvement in day-to-day operations.

• High school diploma required; Bachelor’s Degree in health administration or related field strongly preferred.

• 18 months of functional role experience required (internal).

• Level II experience required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.

• Demonstrated ability to work effectively and considerately with diverse groups of patients, staff and providers while handling various tasks simultaneously.

• Communications skills: Exceptional skills for a varied workforce that includes MD’s RN’s, NP, PA, Fellows, and administrative staff. Requires a high level of empathy, compassion and confidentiality.

• Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position.

• Leadership: Demonstrates integrity. Ability to communicate effectively, sell ideas, and take initiative. Ability to work independently or in a team environment. Strong sense of fairness in dealing with personnel at subordinate, peer, and superior levels.

• Critical Thinking/Decision Making: Ability to take initiative and exercise judgment required. Demonstrated ability to solve problems and function as a resource to other members of the team. Ability to resolve complex issues on behalf of the providers and the patients.

• Information Systems/Technology Skills: Exceptional computer skills and knowledge of Customer Relationship Manager (CRM), Epic.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

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 characteristics protected by law.

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