International Patient Care Operations Manager

Dana-Farber Cancer Institute; Boston (MA); On-site; USD 92,000 - 102,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston seeks a Manager of the International Patient Center to oversee day-to-day international care operations, staff management, and cross‑functional collaboration with Brigham and Women’s Hospital IPC. You will develop SOPs, monitor data, and coordinate with embassies and clinical teams to ensure high-quality, compliant patient care.

The role emphasizes leadership, program development, and process improvement within a large, mission‑driven cancer center.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 5 years of administrative and/or customer service experience required; healthcare and/or hospitality experience preferred.
• 1 year of supervisory/management experience or Level II/Lead experience (internal) required.
• Prior experience with Epic preferred.
• Bilingual or Multilingual preferred; Knowledge of Arabic a plus.

Responsibilities

• Leads efforts to ensure that a consistent and exceptional patient experience is delivered in accordance with DFCI customer service standards and service levels.
• Develops and maintains relationships with the Brigham and Women’s Hospital International Patient Center (IPC) office, disease center teams and other DFCI stakeholders to continually improve operations, maintain quality, and ensure stakeholder satisfaction.
• Develops and maintains Standard Operating Procedures (SOPs).
• Monitors, analyzes, and reports on data (from Epic, CRM, other data sources) to IPC Operational Leadership, IPC Nurse Director and/or IPC Associate Medical Director.
• Ensures appropriate coverage in absence of international patient coordination staff; may include hands‑on coverage. Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Resolves issues or ensure appropriate escalation.
• Facilitates and organizes case conference meetings between International Office clinical team and select Embassies. Responsible for putting together agenda, patient summary lists and managing action items.
• Manages select, complicated cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• Partners with Ambulatory Clinical Operations leadership to attain business goals with operational stability.
• Develops and implements programs/initiatives to optimize operations and programmatic development.
• Responsible for recruiting, onboarding, and training of staff in collaboration with 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.
• Troubleshoots a wide variety of issues that arise related to patient coordination and records collection, including working with external institutions to collect necessary documentation, medical records and managing complaints.
• Collaborates with leadership and marketing/communications on internal, external, and patient facing materials.
• Responsible for ensuring all staff tasks are completed in accordance with institute, governmental/embassy, and customer service standards.
• Trains incoming new staff and acts as a point of contact in times of limited staffing.
• Fosters an environment that is sensitive to the needs of diverse populations, including but not limited to culture, ethnicity, gender, and age.
• Serves as on‑call contact after hours, weekends, and holidays as needed.
• Meets expectations of accessibility for patients, embassies, and other key stakeholders.
• Other duties and responsibilities as required.

Skills

Leadership

CRM tools

Microsoft Office

Customer service

Communication

Process improvement

Staff development

Project coordination

Multicultural sensitivity

Data analysis

Education

Bachelor's degree

Master's degree

Tools

Epic

Job description

Dana-Farber Cancer Institute in Boston seeks a Manager of the International Patient Center to oversee day-to-day international care operations, staff management, and cross‑functional collaboration with Brigham and Women’s Hospital IPC. You will develop SOPs, monitor data, and coordinate with embassies and clinical teams to ensure high-quality, compliant patient care.

The role emphasizes leadership, program development, and process improvement within a large, mission‑driven cancer center.