Ambulatory Clinic Supervisor I- Urology Call Center

Boston Children's Hospital; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible schedules

Health insurance

Vision and dental insurance

Child care subsidies

Student loan subsidies

Paid time off

Retirement plan

Job summary

Boston Children's Hospital is seeking an Operations Manager to ensure quality patient experiences by coordinating registration, scheduling, processing, and patient satisfaction from an operational perspective. You will supervise support staff, delegate work, and drive performance toward department goals.

The role emphasizes data-driven improvements, use of Epic reporting tools, and collaboration with clinical and administrative teams to optimize access, efficiency, and cost effectiveness while

Qualifications

• Minimum 3 years of managerial or supervisory experience.
• Basic understanding of scientific, mathematical, or technical principles.
• Strong written and verbal communication with empathy in challenging situations.
• Familiarity with hospital systems and operations management.

Responsibilities

• Oversee daily call center operations to ensure timely, patient-centered service.
• Direct scheduling, referral, and patient access workflows to ensure timely resolutions.
• Use Epic reporting tools to monitor performance and develop dashboards.
• Conduct audits to ensure compliance with policies and standards.
• Supervise administrative staff, including hiring, onboarding and evaluations.
• Monitor revenue, billing, and cost containment through process improvements.
• Coordinate budgeting, payroll, and resource planning.

Skills

People management

Scheduling

Communication skills

Data analysis

Education

Associate's degree or equivalent experience

Bachelor's degree preferred

Tools

Epic reporting tools

Job description

Position Summary:

Ensures quality patient experiences through the effective management and coordination of physical and human resources. Monitors all registration/scheduling/processing activities and patient satisfaction from an operational standpoint. Plans, implements and monitors operational and administrative systems to ensure department meets performance goals and targets. Responsible for the supervision of support staff; scheduling and delegating work, training and development needs, and conducting performance appraisals.

Key responsibilities

• Oversee daily call center operations to ensure timely, accurate, and patient-centered service while maintaining adherence to scheduling, escalation, and customer service standards. Monitor key performance indicators, analyze trends, and implement operational improvements that enhance patient access, reduce delays, and improve the overall patient experience.
• Direct the daily management of scheduling, referral, and patient access workqueues to ensure timely resolution of patient requests and efficient referral processing. Monitor productivity and throughput metrics, balance workloads and staffing assignments, and establish clear performance expectations and accountability measures to support operational excellence and patient access goals.
• Utilize Epic reporting tools and other analytics platforms to monitor performance, patient access outcomes, and operational efficiency across scheduling and call center functions. Analyze trends, develop performance dashboards and reports for leadership, and leverage data-driven insights to identify opportunities, support strategic initiatives, and inform operational decision-making.
• Conduct audits and process reviews to ensure operational consistency, accuracy, compliance, and adherence to established protocols. Partner with clinical, operational, and administrative stakeholders to implement new workflows, technologies, and best practices that drive continuous improvement and organizational effectiveness.
• Supervises administrative staff, including interviewing, hiring, onboarding, training, development, performance management, and annual evaluations. Organizes workflows, leads staff meetings, and promotes ECES values.
• Maximizes revenue and patient experience by ensuring accurate and timely registration, scheduling, billing, documentation, coding, and charge entry. Identifies and implements process improvements to enhance efficiency and service.
• Ensures staff compliance with Hospital policies, ECES standards, information systems, third-party regulations, and applicable requirements (e.g., DPH, licensure, The Joint Commission, OSHA).
• Oversees daily operations, including clinician schedules, space and resource utilization, facility needs, payroll, reporting, and administrative programs such as fellowships, residencies, and training grants.
• Manages medical and office supply purchasing, inventory, and budgets in accordance with Hospital protocols. Identifies trends and opportunities for cost containment and efficient resource use.
• Monitors patient satisfaction and implements service improvements to support a positive patient experience.
• Supports the budget process by analyzing trends, preparing cost projections and reports, monitoring payroll and expenses, resolving variances, and developing recommendations to improve cost effectiveness.

Minimum qualifications

Education:

Associate's or equivalent experience. Bachelor's preferred

Experience:

• 3 years of relevant managerial or supervisory experience
• Basic understanding of scientific, mathematical, or technical principles.
• Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
• Demonstrated knowledge of hospital systems, operations and managed

Schedule: M-F, 830am-5pm, 100% onsite

The posted pay range is Boston Children's reasonable and good-faith expectation for this pay at the time of posting.

Any base pay offer provided depends on skills, experience, education, certifications, and a variety of other job-related factors. Base pay is one part of a comprehensive benefits package that includes flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.