Lab Services Supervisor

Dana-Farber Cancer Institute•Brookline, MA

2d•Onsite

About The Position

Reporting to the Lab Services Practice Manager, the Supervisor for Lab Services and the Chestnut Hill (CH) Consult Suite provides daily oversight and direction to the team of Lab Services Coordinators to ensure all departmental administrative tasks and the review of complex patient appointment sets and associated lab work is completed in accordance with DFCI scheduling guidelines and customer service standards for Lab Services and the CH Consult Suite. The Supervisor efficiently manages the patient check-in process and is responsible for resolving and triaging issues presented during both face-to-face and telephone interactions. 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.

Requirements

Excellent verbal and written communication skills
Excellent customer service skills and ability to perform under pressure
Ability to multi-task and function as an integral member of the team
Strong organizational, problem solving and critical thinking skills
Ability to adapt to ever-changing environment and toggle between multiple systems during the day
Ability to foster teamwork, build relationships and manage conflict
Ability to exercise strong judgement
Demonstrated flexibility and ability to take on additional responsibilities as situations require
High school diploma/GED; Bachelor’s degree in health administration or related field strongly preferred
2 years of related health care and/or customer service experience

Responsibilities

Serves as the subject matter expert in all front desk and check-in functions, including process improvement initiatives and projects. Works with providers and leadership to develop and implement workflows in compliance with established standards.
Supervises the Lab Services Coordinator team, including but not limited to recruiting, onboarding, and training staff; Managing staff performance, providing regular coaching and feedback, and conducting annual reviews.
Develops and maintains staff schedules and contingency plans for scheduled and unscheduled absences; Manages time approval for assigned staff.
Serves as the first point of contact at both Chestnut Hill and Yawkey Center in the absence of the Practice Manager.
Manages all stakeholder communications and expectations pertaining to front desk and check-in functions. Provides regular updates to leadership on program progress, successes and areas for improvement or adjustment. Works closely with others to share cross-function information.
Assists in the development of comprehensive training curriculum and maintenance of training manual for Lab Services Coordinator team. Creates administrative tip-sheets and tools for floor-wide use.
Models superior, respectful, verbal and non-verbal communication with internal and external customers and patients.
Provides downtime guidance to assigned staff and provides timely notification and updates to leadership.
Collaborates with Human Resources on policies and procedures, leave administration, employee relations and corrective action process.
Uses discretion to recognize emergencies and resolve issues. Engages leadership when appropriate.
Ensures team compliance with DFCI policies and procedures, Joint Commission and Department of Public Health accreditation and HIPAA regulations.
Performs other duties, as assigned.