Senior Clinical Scheduling Operations Lead

Dana-Farber Cancer Institute; Boston (MA); Hybrid; USD 71,000 - 97,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston is seeking an experienced Scheduling Operations Supervisor to oversee Clinical Scheduling Specialists and Protocol Schedulers, ensuring efficient patient access and HIPAA compliance.

You will lead scheduling workflows, manage 12 to 15 direct reports, monitor performance metrics, and collaborate with disease centers to optimize patient flow while maintaining a compassionate, patient-centered experience.

Qualifications

• High school diploma required; Bachelor’s Degree in health administration or related field strongly preferred.
• 4 years of related health care and/or customer service experience with at least 1 year of supervisory experience or 1 year as Clinical Scheduling Lead (internal) required.

Responsibilities

• Oversees the day-to-day performance of Clinical Scheduling Specialists and/or Protocol Schedulers. Identifies opportunities for improvement.
• Assists Established Scheduling Operations leadership with the implementation of policies, programs, and procedures.
• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.
• Monitors staff performance metrics and KPIs.
• Ensure that HIPAA policies and procedures are fully implemented and adhered.
• Ensures the on-site physical work environment of scheduling staff is maintained.
• Evaluates staffing needs to meet quality and performance standards.
• Identifies, monitors and resolves IS and telecommunication issues which impact daily operations.
• Problem solves and identifies opportunities for improvement in day-to-day operations.
• Participates in hardware/software installation, troubleshooting, system access, etc.; serves as resource for questions related to information systems.
• Serves as resource for staff to ensure that safety issues are addressed.
• Hold regular meetings with administrative and clinic staff.
• Covers for other Established Patient Scheduling Supervisors as needed.
• Acts as the subject matter expert for all scheduling processes and procedures for assigned disease groups.
• Keeps documentation, tools, and resources for staff up to date.
• Proactively reviews scheduling orders and sets priorities for CSS based on patient impact.
• Manages scheduling deadlines and delegates work to staff as needed.
• Acts as the primary resource for staff for all questions related to patient scheduling.
• Manages all stakeholder communications and expectations pertaining to patient scheduling.
• Ensures all scheduling is completed efficiently while striving for excellence in patient contact experience.
• Leads small scale process improvement efforts and monitors key performance indicators.
• Troubleshoots a wide variety of issues that arise related to patient scheduling.

Skills

Time Management

Communications

Quality Assurance

Personnel Management

Leadership

Confidentiality

Analytical Skills

Critical Thinking

IT Skills

Education

High school diploma

Bachelor’s in health administration

Tools

Epic

CRM

Microsoft Office

Job description

Dana-Farber Cancer Institute in Boston is seeking an experienced Scheduling Operations Supervisor to oversee Clinical Scheduling Specialists and Protocol Schedulers, ensuring efficient patient access and HIPAA compliance.

You will lead scheduling workflows, manage 12 to 15 direct reports, monitor performance metrics, and collaborate with disease centers to optimize patient flow while maintaining a compassionate, patient-centered experience.