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The Supervisor, DFCI Welcome Center provides daily oversight and direction to a team of Patient Representatives to ensure all calls received by the Welcome Center, DFCI’s internal call center, are handled in accordance with established guidelines and customer service standards. The Supervisor, DFCI Welcome Center reports to the Welcome Center Manager.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Develops and implements workflows for incoming calls to the Welcome Center in collaboration with functional teams and disease center leadership in order to achieve institutional objectives related to the patient contact experience.

• Works with technical partners including Telecommunications and Information Services to ensure optimal functioning of systems related to call triage.

• Develops and maintains staff schedules and develops contingency plans for scheduled and unscheduled absences.

• Manages all stakeholder communications and expectations pertaining to Welcome Center operations. Acts as an ambassador of the Welcome Center, collaborating with various stakeholders to promote the patient contact experience. 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 New Patient teams to share cross-functional information.

• Ensures the Welcome Center operates efficiently while striving to provide excellence in the patient contact experience. Leads small scale process improvement efforts and monitors key performance indicators and call metrics.

• Collaborates with Training/Quality Assurance team to onboard and train new staff, develop and maintain resources, and monitor and coach staff.

• Troubleshoots a wide variety of issues that arise related to incoming calls and the call transfer process.

• Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.

• Other duties and responsibilities as assigned.

Supervisory Responsibilities:

Supervises team of Patient Representatives. Responsible for recruiting, onboarding, and training of staff. 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.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

MINIMUM JOB QUALIFICATIONS:

• A Bachelor’s Degree in health administration or related field is strongly preferred, along with 2 years of related health care, call center, and/or customer service experience.

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

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

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