Job ID:

300 Boylston St., Newton, MA 02467

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Onsite: 100% onsite


This is a fully onsite role. 

Reporting to the Practice Director, the Practice Manager collaborates with floor leadership to provide oversight of the daily operations of the exam and infusion practices to manage patient’s and visitor’s first impressions, to maximize both efficient patient care, and satisfaction to oncology patients and their families. A mission-critical leader with significant floor presence, the Practice Manager balances multiple priorities with responses frequently required in real-time.

The Practice Manger functions as a strong leader and maintains effective working relationships with the Physician Floor Leader, Nurse Director, Administrative Directors, clinicians, support staff, nurses, patients, family members and visitors. The Practice Manager possesses effective communication skills, tact, diplomacy, and active listening skills to understand all perspectives enhancing the effective delivery of services to a diverse oncology patient population.

The Practice Manager assumes accountability for providing positive operational impacts and consistent effectiveness in the areas of finance, staff performance, resource utilization and patient experience. 

Additionally, the Practice Manager actively participates in all regulatory requirements, assures compliance with Dana Farber Cancer Institute’s policy and procedures, quality improvements projects and institute initiatives.

The Practice Manager 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.


Operations/Administration - Floor

  • 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 the Yawkey Practice Leader.
  • Assures compliance with DFCI policies, procedures, regulatory 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 (e.g. badge management), where applicable.
  • Maximizes floor visibility and availability for resolution of daily operational issues.
  • Forecasts, develops, monitors, and evaluates annual budgets for the clinical floor. 
  • Provides ongoing variance analysis of activities and develops improvement plans, as necessary.

Operations/Administration - Scheduling

  • Executes on boarding and staffing process for schedulers and other clinic staff.
  • Oversees clinical 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 the Clinical Nurse Coordinator.
  • Monitors scheduling reports, identifies gaps and resolves issues with patient scheduling; recommends improvement to scheduling templates, as necessary, to the Yawkey Practice Leader, and Director of Scheduling Analytics.
  • Addresses issues escalated by Lead Schedulers.
  • Responds to requests for Faculty Physicians to accommodate same and next day add-ons to the schedule.
  • Ensures the maintenance of accurate patient information and compliance to scheduling and billing requirements.

Clinical/Patient Facing - Floor

  • Oversees patient and provider flow in Exam; coordinates with the Clinical Nurse Coordinator 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 the Physician Floor Leader and Clinical Nurse Coordinator.
  • 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 to Faculty Physicians.
  • Conducts root-cause analysis of operational issues on the floor and provides recommendations as necessary to Yawkey Floor Leader, in collaboration with the Clinical Nurse Coordinator.
  • Collects and manages room utilization data and patient flow metrics to determine optimal allocations.
  • Sets processes and policies for room allocation in collaboration with Physician Floor Leaders and Clinical Director.
  • Partners with the Clinical Nurse Coordinator 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 the Clinical Nurse Coordinator, where applicable.
  • Ensures quality and safety standards are maintained on a daily basis, in collaboration with the Clinical Nurse Coordinator.
  • Oversees Clinical Assistants in Exam.

Clinical/Patient Facing - Scheduling

  • Adheres to scheduling template and accommodates changes, including same day and/or next day add on patients, in collaboration with the Clinical Nurse Coordinator.

Human Resources:

  • Manages and Supervises the onboarding, training, staffing levels, and performance evaluations of administrative staff responsible for patient check-in, scheduling and patient facing customer service for exam and infusion practices.
  • Indirect supervision of Clinical Assistants (CA).

Patient Experience:

  • Responsible for monitoring patient satisfaction and feedback. Works in collaboration with staff, nurses and clinicians, identifies potential problems and implements corrective actions to improve the patient experience.


  • Bachelor's degree in health care administration, business, or related field is required. Masters degree is preferred. Three to five years of progressively responsible ambulatory care management (or similar clinical care) experience is required.
  • Familiarity with medical terminology and working knowledge of computers required.
  • Demonstrated excellent organizational, decision making, communication, conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective member of an interdisciplinary team.
  • Demonstrated leadership ability, critical thinking ability, problem solving skills and ability to make independent decisions.
  • Demonstrated ability to establish rapport with patients and families from a variety of cultural, ethnic and religious backgrounds.
  • Is flexible and able to set and change priorities and accepts additional responsibilities as needed. Responds positively to new approaches and changes in the work environment.

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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