Senior leader responsible for setting strategy and providing direct oversight of adult ambulatory clinical operations, contact-center functions, and disease center operations at Dana-Farber’s Longwood Campus, including Chestnut Hill and future main campus extensions. Serves on the Future Cancer Hospital leadership team as the senior operational representative for Ambulatory and Disease Center strategy, design, and operational readiness. Leads business planning, clinical and operational performance, financial stewardship, inter-institutional partnerships and negotiations, and continuous process improvement. Scope includes Adult Clinical Practice Management; Disease Center Operations; new and established patient operations; ambulatory capacity and resource management; Welcome Center and contact operations; and the design and oversight of a sustainable training and quality assurance program with metrics aligned to the DFCI Patient Experience vision. Reports to the Senior Vice President of Ambulatory Care and partners closely with the Deputy Chief Medical Officer and Deputy Chief Nursing Officer, collaborating with the Chief Medical Officer, Chief Nursing Officer, and the Chair and Vice President of Medical Oncology. Works extensively with Dana-Farber executives and senior faculty and with business, quality, research administration, and technical leaders across multiple organizations.
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:
- Adult Ambulatory Leadership & Future Cancer Hospital
- Serve on the Future Cancer Hospital leadership team as the senior operational representative for Ambulatory and Disease Center strategy, design, and readiness.
- Align ambulatory operating models, capacity plans, staffing, and enabling technology to support Longwood, Chestnut Hill, and planned campus expansions.
- Strategic & Business Planning
- In collaboration with the Senior Vice President for Ambulatory Care, the Deputy Chief Medical Officer, and Deputy Chief Nursing Officer, set multi-year strategy for adult ambulatory clinical operations at main campus, including disease centers, clinic floors, new patient access, and centralized contact functions.
- Sponsor and lead complex, cross-functional initiatives from concept through implementation, including scope, resourcing, timelines, outcomes, and change management.
- Operational Oversight (Adult Ambulatory – main campus)
- Provide executive oversight for practice operations, disease center operations, ambulatory capacity/resource management, scheduling, welcome/contact operations, and new/established patient workflows.
- Standardize and optimize end-to-end operational flow across clinics and centralized services to improve access, throughput, and experience.
- Patient Access, New Patient Operations & Contact Center
- Ensure timely, consistent access for new and established patients and referring providers through scalable intake, scheduling, and navigation processes.
- Lead the evolution of the Welcome Center/contact center operating model, service levels, staffing, and performance management, supported by appropriate CRM/telephony tools.
- Interdisciplinary & Partner Collaboration
- Build and sustain high-trust partnerships with physician and nursing leadership and with internal/external partners to resolve operational barriers and strengthen integrated care delivery.
- Represent ambulatory operations in executive and interdisciplinary forums; escalate and drive resolution of enterprise operational issues.
- Financial & Operational Performance
- Own operating and capital planning across areas of responsibility, including staffing, space, technology, and equipment.
- Lead performance analytics (dashboards, KPIs, forecasting), budget management, and business case development for new programs and investments.
- Partner with revenue cycle/business office teams to strengthen charge capture, reconciliation, and financial controls.
- Workforce Leadership & Talent Development
- Directly lead and develop a multi-layer leadership team (practice, disease center, scheduling/training, new and established patient operations, contact operations, and program/project leadership).
- Set expectations, drive accountability, and ensure staffing models align to demand, safety, and service goals.
- Establish sustainable training, coaching, and quality assurance programs that support consistent performance and a strong employee experience.
- Quality, Safety, Compliance & Continuous Improvement
- Drive continuous improvement across access, patient flow, service quality, and cost effectiveness using disciplined process improvement methods.
- Ensure operational compliance with privacy, security, patient safety, and applicable regulatory standards (e.g., HIPAA, Joint Commission).
- Lead ambulatory contingency and emergency preparedness planning for clinical operations and patient outreach.
- Space, Capacity & Resource Optimization
- Partner with clinical and facilities leaders to optimize clinic templates, space allocation, and resource utilization across ambulatory sites.
- Integrate advanced practice providers and navigators into disease center operations to support safe, efficient care delivery.
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 committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate 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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Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$266,200.00 - $323,000.00
