Supervisor, Nursing Operations, Advanced Therapeutics, 40hr, Day REMOTE

UMass Memorial Health•Holden, MA

28d•Remote

About The Position

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. The Supervisor of Operations for the Advanced Therapeutics (ATRx) program provides day-to-day leadership, clinical oversight, and operational support to ensure the efficient, compliant, and high-quality delivery of patient care services. This role functions as a key liaison between clinical teams, ancillary staff, pharmacy operations, and referring providers. The Supervisor ensures workflows are optimized, service lines run smoothly, and patient access is maintained across multiple therapeutic areas including metabolic/weight management, IBD, dermatology, and future expansion areas.

Requirements

Bachelor’s degree in nursing.
Current Massachusetts Nursing licensure and registration.
Minimum 3 to 5 years of clinical experience in ambulatory, specialty, or chronic disease management settings.
Demonstrated leadership experience in ambulatory practice.
Sound knowledge of current general nursing theories and techniques.
Excellent communication, problem-solving, and organizational skills.

Nice To Haves

Experience with Epic (Cadence, Ambulatory, InBasket workflows).
Familiarity with quality improvement methodologies.

Responsibilities

Oversee daily operations across ATRx service lines, ensuring timely patient scheduling, nursing triage, documentation, and follow-up.
Provides clinical triage oversight, ensuring timely assessment, prioritization, and escalation of patient concerns; supports nursing staff in clinical decision-making, adherence to evidence-based protocols, and appropriate routing to providers.
Identify and help resolve operational gaps or barriers affecting patient access, throughput, and quality of care.
Monitor Epic workqueues, Cadence metrics, and Cisco metrics, and escalate barriers as needed.
Review report call volume and response time metrics. Analyze and report triage performance data.
Address operational and technical issues in real time to maintain workflow efficiency.
Concierge outside referrals and ensure seamless care coordination.
Lead weekly meetings with direct reports to share updates, address concerns, and align on priorities.
Provide ongoing, timely communication and operational updates to the Operations Manager and Clinical Manager.
Assure adequate staffing within the department, including preparing, updating, and maintaining staff schedules and work assignments.
Serve as the point person for staffing gaps and provide coverage as needed.
Provide coaching, guidance, and support to staff to promote effective teamwork, motivation, and accountability.
Supervise orientation and training for new staff and certify completion of required specialized operational training.
Ensure compliance with regulatory standards set by agencies such as Joint Commission, DPH, and DEA, and maintain procedures aligned with hospital policy.
Participate in performance improvement initiatives and incorporate quality improvement principles into daily operations.
Act as a liaison between the Patient Access Center (PAC) and the Clinic, providing biweekly updates to the Operations Manager.
Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training.
Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions.
Resolves grievances and other personnel problems within position responsibilities.
Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.
Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, creating an environment of professionalism, respect, tolerance, civility and acceptance toward all employees, patients and visitors. Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.
Ensures adequate equipment and supplies for department. Develops and maintains established departmental policies, procedures, and objectives.
Ensures compliance to all health and safety regulations and requirements. Maintains, regular, reliable, and predictable attendance.
Performs similar or related duties as required or directed.