Operations Director, Regional Campus

In collaboration with the Senior Director of Network Operations, site Medical Director and Nurse Director, the Operations Director will oversee daily operations that support the delivery of care to hematology/oncology patients and families in a safe, efficient and effective manner while creating an environment that fosters and promotes compassion, respect, sensitivity, confidentiality, and expert-based patient care delivery. The Operations Director will formulate and implement a plan for goals for the site and participate in the Quality Assessment and Improvement Program. He/She will work closely with DFCI, and affiliate hospital leadership to establish non-clinical policies and procedures and ensure compliance of all policies and procedures in the conduct of business. Will work with DFCI-Longwood and affiliate hospital leaders to oversee service-level agreements, manage administrative affairs related to the development of new as well as existing programs and collect, provide and present operational, financial and personnel data as requested. The Operations Director will interact and collaborate with DFCI and affiliate hospital leadership on issues regarding financial reporting, sensitive and confidential information reporting and represent the site on Institutional business matters, committee assignments, task forces and focus groups.

Collaborates with:

• SEMC: COO, CFO, CNO, Managers of Lab, Imaging, Surgery, Blood Bank, Food Services, Radiation Oncology, etc.
• DFCI: VP, Network Operations; Medical Director, Network; VP, Network Nursing/Patient Care Services; Senior Director, Network Nursing and key related Longwood leaders.

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.

Strategy/Business Development

• In collaboration with the Senior Director, Network Operations, VP, Network Operations, site Medical Director and Nurse Director, creates and manages a comprehensive business and marketing strategy, including physician outreach and the growth of referrals.
• Collaboratively develops and ensures implementation of annual goals for site operations; oversees the development and deployment of strategies and tactics to achieve goals.
• Establishes and manages an excellent working relationship with leaders of the affiliate hospitals to enhance programs and services offered at each of the sites.
• Keeps the pulse on any issues with coordination of services or issues related to service level agreements. Works to resolve issues and escalates to senior leadership as appropriate.
• Works with affiliate hospitals to implement new services and programs including 2^nd opinions, multidisciplinary clinics, telegenetics, tumor boards, etc.
• Works closely with Marketing and Communications in planning for new marketing initiatives or materials and outreach.

Clinic Operations

• Oversee workflow development and identify opportunities for improvement of daily operations and patient flow.
• Collaborate with key physician leaders to develop site-specific growth plans.
• Manage day-to-day operations in the clinic including but not limited to: patient flow/provider delays, lab issues, scheduling questions from PC/NPC, call center questions/issues, provider sick calls/reschedules, building related issues (power outages, leaks, etc).
• Serves as SME for Epic - Cadence application, assist providers with Epic related questions as needed and triage questions to Epic trainers as appropriate.
• Oversee every aspect of front and back of the house operations: new patient coordination, health information management, practice coordinators, administrative support specialists, call center operations.
• In collaboration with the Medical Director and Nurse Director, ensures that the service maintains constant readiness for all regulatory agency reviews including but not limited to the Joint Commission and the Department of Public Health.
• Work with unit co-leaders to ensure that staffing levels and resource allocation are appropriate.
• Ensure that the appropriate departments are alerted in a timely manner for problems relating to the efficient operation of the unit.
• Serve as the expert and super user for all IS systems.

Personnel

Supervise and oversee work of Practice Manager, when applicable, and other administrative staff. This work includes, but is not limited to, the following:

• Lead regular provider, administrative and all staff meetings in collaboration with the Practice Manager, Medical Director and Nurse Director.
• Assist Practice Manager and HR in selection, disciplinary action and reviewing performance of administrative staff.
• Act as a mentor for Practice Manager and administrative staff. Make recommendations for professional growth and development.
• Creates and maintains a positive work environment and employee engagement.
• Works with leadership to establish, implement and evaluate performance standards and expectations.
• Serves as a resource to staff on performance related issues, including providing feedback to staff and developing performance plans.
• Monitors staffing relative to workload and projected trends; conducts staffing/resource analysis and regularly informs leadership of relevant trends/future needs.
• Designs, implements and assists in the orientation of new staff and ongoing training of office staff in various computer software applications, as well as office policies and procedures.

Financial

• Serve as cost center/budget manager for all camp cost centers.
• Work with VP, Network Operations, site Medical Director and Nurse Director to develop an operating budget and develop capital requests.
• Work with the VP, Network Operations, and other staff to understand and address significant budget variances.
• Monitor and report revenue, volume, expenses and RVUs consistent with DFCI Institute-wide methodology, including developing and preparing reports and analyses as needed.
• Monitor OT and staffing levels in close collaboration with the Managers and Nurse Director.

Quality Improvement

• Continuously seeks opportunities for process and quality improvement.
• Provides oversight on quality initiatives and certifications; patient satisfaction surveys.
• Educates and trains staff in quality and process improvement approaches and tools.
• Participates in initiatives to improve the quality of patient care.
• Serves as team member in analyzing and/or implementing changes within the unit to enhance operational performance, workflow, efficiency, and inter-departmental activities.

Supervisory Responsibilities

• Direct oversight of all administrative support staff.
• Complete annual reviews and determine merit increases within Institute-wide range.
• Responsible for organizing work, setting priorities time lines, and determining and obtaining the resources required to meet those priorities.
• Hold direct staff accountable for success and timely execution of all job functions.
• Approve weekly time for direct staff.

Minimum Qualifications:

• Business concentration or Masters in Administration/Business preferred; Bachelor’s degree required.
• 4+ years in a hospital clinic or an oncology medical office setting required.
• Managerial and supervisory experience in a hospital or clinical setting required (1 year minimum).
• Excellent communication and writing skills.
• Demonstrated excellent organizational, decision-making, communication, conflict resolution and interpersonal skills; must be able to multi-task.
• Demonstrated leadership ability, critical thinking ability, problem-solving skills and ability to make independent decisions.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Demonstrated ability to draft correspondence, presentation and administrative documents as needed.
• Proven competency in working with senior leadership.
• Ability to coordinate and develop new programs and personnel.
• Proven ability to work with budgets, financial, volume, and variance reports.
• Demonstrated ability to establish rapport with patients and families from a variety of cultural, ethnic and religious backgrounds.
• Proficient in necessary computer skills.
• Ability to manage multiple affiliations with hospitals.
• Demonstrated excellent organizational, decision-making, communication conflict resolution and interpersonal skills.
• Demonstrated ability to coach and mentor staff.
• Ability to multi-task, prioritize, and achieve goals and objectives.
• Demonstrated ability to work as an effective team member of an interdisciplinary team.
• Demonstrated leadership ability, critical thinking ability, problem solving skills and ability to make independent decisions.

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.

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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