Welcome Center Supervisor - Patient Experience

Dana-Farber Cancer Institute; Brookline (MA); On-site; USD 61,000 - 68,000; Full time

Job summary

Dana-Farber Cancer Institute seeks a Supervisor for the DFCI Welcome Center in the Boston area to oversee a team of Patient Representatives and ensure calls meet service standards.

You will coordinate workflows, collaborate with Telecommunications and Information Services, manage staff schedules, onboarding and coaching, monitor performance metrics, and drive small-scale improvements to enhance the patient experience across the center.

Qualifications

• Bachelor’s degree in health administration or related field with 2 years healthcare, call center, and/or customer service experience.
• Minimum 2 years supervisory or related leadership experience in healthcare or call center settings.

Responsibilities

• Oversee a team of Patient Representatives and ensure adherence to established guidelines and service standards.
• Develop and implement workflows for incoming calls in collaboration with disease center leadership.
• Coordinate staff schedules, onboarding, training, and coaching.
• Monitor performance metrics and lead process improvement initiatives.
• Liaise with IT/telecommunications and clinical leadership to ensure optimal system functionality and stakeholder communication.

Skills

Effective Communicator

Customer Service

Conflict Management

Relationship Builder

Team Builder

Problem Solver

Exercises Strong Judgement

Adaptable

Knowledge of medical terminology

Technically Credible

Education

Bachelor’s Degree in health administration or related field

Job description

Dana-Farber Cancer Institute seeks a Supervisor for the DFCI Welcome Center in the Boston area to oversee a team of Patient Representatives and ensure calls meet service standards.

You will coordinate workflows, collaborate with Telecommunications and Information Services, manage staff schedules, onboarding and coaching, monitor performance metrics, and drive small-scale improvements to enhance the patient experience across the center.