Supervisor, Patient Flow - Capacity Management, Patient Flow

MD Anderson Cancer Center•Houston, TX

13d•Onsite

About The Position

The primary role of the Supervisor, Patient Flow is to provide effective leadership and direction for Bed Planners and Admissions and Transfer Center staff. This includes ensuring compliance with all relevant policies and procedures at both the institutional and departmental levels. The Supervisor is responsible for managing patient flow and interactions at MD Anderson, ensuring patients receive timely and coordinated care. Key responsibilities include scheduling, training, supervising, and evaluating Patient Flow Coordinators. The ideal candidate for the Supervisor role will also oversees administrative and operational needs during assigned shifts, collaborating closely with the Manager of Patient Flow and other business and medical leaders within the Capacity and Logistics Management (CALM) Unit. The Supervisor will implement interventions to prevent patient diversions and coordinate resources to optimize patient throughput. This role involves preparing, coordinating, and implementing operational plans, as well as facilitating communication between physicians, nursing units, and ancillary departments. This position is essential to the success of the University of Texas M.D. Anderson Cancer Center’s patient throughput activities, ensuring alignment with institutional, state, federal, and regulatory requirements. The Supervisor reports to the Manager of Patient Flow and is expected to exercise sound judgment, responsiveness, initiative, and independent decision-making. Strong interpersonal and communication skills are crucial for effective collaboration within and outside the department. They must be able to work the 2:00 PM–11:00 PM shift, complete initial orientation primarily on the day shift (7:00 AM–4:00 PM) with possible evening training and provide rotating on-call coverage across all shifts, including days, evenings, nights, weekends, and holidays. Orientation may last 2 to 4 months depending on prior experience and achievement of key competencies. At MD Anderson, we offer careers built on care, growth, and balance. Our employees enjoy a benefits package designed to support every stage of life, starting on day one. · Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week · Group Dental, Vision, Life, AD&D and Disability coverage · Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs · Tuition Assistance Program after six months of service · Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans · Employer paid life, AD&D and an illness-related reduced salary pay program Extensive wellness, recognition, fitness, employee health programs and employee resource groups

Requirements

Associate's Degree in a related field.
3 years supervisory experience in a healthcare or customer service environment to include one year in patient access.
Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience.
Completion of both programs can be substituted for a maximum of two years of supervisory or management experience.
Must pass pre-employment skills test as required and administered by Human Resources.

Nice To Haves

Bachelor's Degree in a related field.
CHAA - Certified Healthcare Access Associate Upon Hire
CHAM - Certified Healthcare Access Manager Upon Hire

Responsibilities

Patient Flow Admin Duties and Project Support (30%): Collaborate with the Capacity and Logistics Management (CALM) Unit to oversee the movement of patients throughout MD Anderson, ensuring timely transitions and minimizing delays in care delivery.
Liaison Role: Develop strong relationships with internal customers and maintain a motivated team environment. Write reports, business correspondence, procedure manuals, and external communications. Facilitate effective communication between patients in waiting areas and clinical staff to ensure smooth interactions among patients, family members, and healthcare providers.
Project Support: Lead and participate in initiatives aimed at improving patient flow processes, working with cross-functional teams to implement effective solutions.
Collaboration: Collaborate closely with clinical and administrative teams to align strategies and optimize resource allocation, fostering a seamless patient experience. Work with internal and external departments to resolve workflow issues and streamline processes.
Operations and Administrative Support (30%): Direct and support Bed Planners, Admissions, Transfer Center, and Capacity and Logistics Management (CALM) Patient Flow Coordinators to achieve productivity standards while fostering a collaborative environment.
Conduct regular staff meetings to update on policies and address concerns. Actively engage in performance improvement initiatives and educational program implementation. Assume Patient Flow Manager responsibilities in their absence.
Patient Flow Management: Oversee patient flow into and within the facility, ensuring efficient transitions and minimizing delays. Monitor productivity and service quality indicators, providing reports to assess overall performance.
Staff Development: Schedule, train, supervise, and evaluate Patient Flow Coordinators, equipping them to meet operational goals. Complete probationary and annual evaluations in a timely manner of Patient Flow Coordinators under his/her supervision and provide ongoing feedback to employees concerning performance in timely manner
Patient, Faculty and Staff Support (30%): Schedule, train, supervise, and evaluate Patient Flow Coordinators, equipping them to achieve operational goals. Lead the development and implementation of performance improvement objectives and offer guidance on issues and improvement projects.
Timekeeping and Staffing Management: Create master schedules and daily assignments to ensure adequate coverage for departmental and institutional needs. Oversee KRONOS timekeeping processes, manage the Point System, and develop staffing plans to optimize workforce efficiency. Monitor and adjust staff schedules as necessary.
Patient Support: Facilitate timely, coordinated care, addressing patient needs and concerns to enhance their experience. Provide non-medical information to patients and families as directed by Patient Flow Nurses.
Faculty Support: Collaborate with faculty to streamline processes, ensuring effective communication and resource allocation for clinical activities. Maintain open lines of communication among patients, faculty, and staff to ensure transparency and responsiveness.
Staff Support: Provide guidance and resources to staff, promoting a collaborative environment. Contribute to the development of effective workflows, job aids, and policies related to Front Desk Management, Registration, Work queue Management, Transfer Center Operations, and Bed Assignments.
Other Duties (10%): Other duties as assigned.

Benefits

Paid employee medical benefits (zero premium) starting on first day for employees who work 30 or more hours per week
Group Dental, Vision, Life, AD&D and Disability coverage
Paid time off (PTO) and Extended Illness Bank (EIB) paid leave accruals Paid institutional holidays, wellness leave, childcare leave, and other paid leave programs
Tuition Assistance Program after six months of service
Teachers Retirement System defined-benefit pension plan and two voluntary retirement plans
Employer paid life, AD&D and an illness-related reduced salary pay program Extensive wellness, recognition, fitness, employee health programs and employee resource groups

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