Overview
The Supervisor, New Patient Operations provides daily oversight and direction to a team of New Patient Coordinators (NPC) and Records Specialists (RS) to ensure all new patient appointment requirements are completed in accordance with DFCI guidelines and customer service standards. The Supervisor, New Patient Operations reports to the Director, New Patient Operations.
Requirements
PRIMARY DUTIES AND RESPONSIBILITIES:
- Acts as the subject matter expert for all new patient coordination for assigned disease groups. Works with operations and clinical leadership to develop and implement workflows related to new patient intake, scheduling, and records collection in compliance with standard practices. Keeps all documentation, tools, and resources for staff up to date.
- Acts as the primary resource for staff for all questions related to new patient scheduling. Serves as the first point of escalation for complex scheduling issues, including those involving appointments with more than one provider, procedures and/or imaging. Partners with the disease center Administrative Directors to work through the challenges of appointment availability.
- Troubleshoots a wide variety of issues that arise related to new patient scheduling and records collection, including working with external institutions to collect necessary medical records and managing patient complaints.
- Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
- Manages all stakeholder communications and expectations pertaining to new patient coordination and records collection. Provides regular updates to disease center leaders and clinical directors on program progress, successes and areas for improvement or adjustment. Works closely with the Established Patient and Welcome Center teams to share cross-functional information.
- Ensures all new patient scheduling and records collection is completed efficiently while striving to provide excellence in the patient contact experience. Leads small scale process improvement efforts and monitors key performance indicators. Monitors processes so that correct special billing and revenue processes function properly.
- Collaborates with Training/Quality Assurance team to onboard and train new staff, develop and maintain resources, and monitor and coach staff
- Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
- Other duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- Knowledge of medical terminology preferred
- Previous supervisory experience preferred
- Effective Communicator
- Customer Service Oriented
- Conflict Management
- Relationship Builder
- Technically Credible
- Team Builder
- Adaptable
- Problem Solver
- Exercises Strong Judgement
SUPERVISORY RESPONSIBILITIES:
Supervises team of New Patient Coordinators and New Patient Records Specialists in multiple disease centers. Responsible for recruiting, onboarding, and training of staff in collaboration with New Patient Trainer and other key stakeholders. Provides regular coaching and feedback. Manages staff performance and conducts annual reviews. Collaborates with Human Resources on policies and procedures, leave administration, employee relations and corrective action process.
PATIENT CONTACT:
Yes, adult patient population
Qualifications
MINIMUM JOB QUALIFICATIONS:
- A Bachelor's Degree in health administration or related field is strongly preferred, along with 2 years of related health care and/or customer service experience.