Job ID:

450 Brookline Ave, Boston, MA 02215

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Onsite: 100% onsite


Reporting to the Senior Practice Director, the Practice Director is accountable for overseeing daily ambulatory operations within their assigned clinical floors. They serve as the administrative member of the medical, administrative and nursing team accountable to the Senior Practice Director, and the ACMO, ACNO, and VP Ambulatory Clinical Operations. In collaboration with their medical and nursing leadership team, they provide oversight of the daily operations of the exam and infusion practice to manage patient and visitor first impressions and satisfaction, while maximizing efficient patient care. A mission-critical leader with significant floor presence, the Practice Director balances multiple priorities with responses frequently required in real time. Responsible for achieving operational goals and objectives for their assigned clinical floors. Collaborates with interdepartmental and multidisciplinary colleagues to ensure optimal patient and family-focused care, while ensuring efficient utilization of resources, providing positive operational impacts and consistent effectiveness in the areas of finance, staff performance, and patient experience. Evaluates and continuously improves existing processes related to patient scheduling, patient flow, regulatory compliance and reconciliation, including access to care and timeliness to care provided.

The Practice Director exemplifies and promotes Dana-Farber Cancer Institute’s mission, vision, and core values of impact, excellence, discovery, compassion, and respect; incorporating such in all areas of the outpatient oncology practice.

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.



  • Directs the development and deployment of strategies and tactics to achieve goals for clinical operations, in collaboration with the department and/or floor leadership
  • Directs development of benchmarks; establishes and maintains reporting systems and formats for tracking purposes (i.e. overtime reports, staffing ratios)
  • Works on strategic planning and operations improvement initiatives, in collaboration with Yawkey Practice Leaders
  • Assures compliance with DFCI policies, procedures, regularatory agency requirements and ensures safe, efficient and effective delivery of quality care, in collaboration with department leaders.
  • Ensures appropriate training for clinic staff, in compliance with DFCI and regulatory standards. 
  • Oversees back-end management of the RTLS system ( i.e. badge management) where applicable
  • Maximizes floor visibility and availability for resolution of daily operational issues
  • Forecasts, develops, monitors, and evaluates budgets for clinical floor
  • Provides ongoing variance analysis of activities and develops improvment plans, as necessary.

Operations/Administrative - Scheduling

  • Executes on boarding and staffing process for schedulers and other clinic staff.
  • Overseesclinical floor scheduling, including the scheduling staff and staff performance evaluations
  • Manages clinic operations staff schedules, anticipates unit needs and mobilizes the appropriate resources, as needed, in collaboration with the Clinical Nurse Coordinator.
  • Ensures day-to-day patient scheduling is done accurately and optimizes provider's clinic and infusion schedules in collaboration with Clinical Nurse Coordinator.
  • Monitors scheduling reports, identifies gaps and resolves issues with patient scheduling; recommends improvement to scheduling templates, as necessary, to the Yawkey Senior Practie Director and Director of Scheduling Analytics.
  • Addresses issues escalated to Lead Schedulers.
  • Responds to requests for Faculty Physicians to accomodate same and next day add-ons to the schedule.
  • Ensures the maintenance of accurate patient information in compliance to scheduling and billing requirements.

Clinical/Patient Facing - Floor

  • Oversees patient and provider flow in Exam; coordinates with nursing leadership for patient flow in infusion.
  • Recommends standards/processes that effectively and efficiently allocate resources and well facilitated coordination of patient flow on clinical floor, including resolution of day-to-day operational issues in collaboration with Physician Floor Leader and nursing leadership.
  • Monitors patient and provider flows on the floor; streamlines bottlenecks in patient flow targets; coaches and supports staff to achieve performance targets.
  • Reviews incident reports, identifies trends and provides feedback as necessary.
  • Conducts root cause analysis of operational issues on the floor and provides recommendations to Yawkey floor leaders.
  • Collects and manages room utilization data and patient flow metrics to determine optimal allocations.
  • Sets processes and policies for room allocation in collaboration with Disease Center administrators, Director of Scheduling Analytics and floor leadership.
  • Partners with nursing leaders to implement new operating procedures, as directed.
  • Assigns daily work and manages allocation for clinical floor-based staff to ensure optimal provider pairing.
  • Manages resources to achieve patient experience targets, in collaboration with floor leaders, where applicable.
  • Ensures quality and safety standards are maintained on a daily basis, in collaboration with floor leaders.
  • Oversees Clinical Assistance in exam; in partnership with nursing floor leaders. 


  • Plans, develops and directly oversees site budgets and guides local management with prioritization and reallocations. Included are staffing, capital, and operational budgets. Develops and maintains systems which assist in monitoring expenses based on budgets.
  • Work with the Practice Managers, VP, Ambulatory Clinical Operations, and other staff to understand and address significant budget variances
  • Monitor OT and staffing levels in close collaboration with the Practice Managers
  • Manages development of benchmarks; establishes and maintains reporting systems and format for tracking proposes (i.e., overtime reports, staffing ratios).


  • Bachelor’s degree in Health Care Administration, Business Administration, or related field is required; Master’s degree is preferred.
  • At least five years of progressively responsible ambulatory care management (or similar clinical care) experience is required.
  • Previous experience managing staff required.
  • 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

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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