Highlights
Monitor productivity and throughput metrics, balance workloads and staffing assignments, and establish clear performance expectations and accountability measures to support operational excellence and patient access goals. Analyze trends, develop performance dashboards and reports for leadership, and leverage data-driven insights to identify opportunities, support strategic initiatives, and inform operational decision-making.
Numbers & Facts
| Location | Boston, MA |
Description
Position Summary:
Ensures quality patient experiences through the effective management and coordination of physical and human resources. Monitors all registration/scheduling/processing activities and patient satisfaction from an operational standpoint. Plans, implements and monitors operational and administrative systems to ensure department meets performance goals and targets. Responsible for the supervision of support staff; scheduling and delegating work, training and development needs, and conducting performance appraisals.
Key responsibilities
Minimum qualifications
Education:
Associate's or equivalent experience. Bachelor's preferred
Experience:
Ensures quality patient experiences through the effective management and coordination of physical and human resources. Monitors all registration/scheduling/processing activities and patient satisfaction from an operational standpoint. Plans, implements and monitors operational and administrative systems to ensure department meets performance goals and targets. Responsible for the supervision of support staff; scheduling and delegating work, training and development needs, and conducting performance appraisals.
Key responsibilities
- Oversee daily call center operations to ensure timely, accurate, and patient-centered service while maintaining adherence to scheduling, escalation, and customer service standards. Monitor key performance indicators, analyze trends, and implement operational improvements that enhance patient access, reduce delays, and improve the overall patient experience.
- Direct the daily management of scheduling, referral, and patient access workqueues to ensure timely resolution of patient requests and efficient referral processing. Monitor productivity and throughput metrics, balance workloads and staffing assignments, and establish clear performance expectations and accountability measures to support operational excellence and patient access goals.
- Utilize Epic reporting tools and other analytics platforms to monitor performance, patient access outcomes, and operational efficiency across scheduling and call center functions. Analyze trends, develop performance dashboards and reports for leadership, and leverage data-driven insights to identify opportunities, support strategic initiatives, and inform operational decision-making.
- Conduct audits and process reviews to ensure operational consistency, accuracy, compliance, and adherence to established protocols. Partner with clinical, operational, and administrative stakeholders to implement new workflows, technologies, and best practices that drive continuous improvement and organizational effectiveness.
- Supervises administrative staff, including interviewing, hiring, onboarding, training, development, performance management, and annual evaluations. Organizes workflows, leads staff meetings, and promotes ECES values.
- Maximizes revenue and patient experience by ensuring accurate and timely registration, scheduling, billing, documentation, coding, and charge entry. Identifies and implements process improvements to enhance efficiency and service.
- Ensures staff compliance with Hospital policies, ECES standards, information systems, third-party regulations, and applicable requirements (e.g., DPH, licensure, The Joint Commission, OSHA).
- Oversees daily operations, including clinician schedules, space and resource utilization, facility needs, payroll, reporting, and administrative programs such as fellowships, residencies, and training grants.
- Manages medical and office supply purchasing, inventory, and budgets in accordance with Hospital protocols. Identifies trends and opportunities for cost containment and efficient resource use.
- Monitors patient satisfaction and implements service improvements to support a positive patient experience.
- Supports the budget process by analyzing trends, preparing cost projections and reports, monitoring payroll and expenses, resolving variances, and developing recommendations to improve cost effectiveness.
Minimum qualifications
Education:
Associate's or equivalent experience. Bachelor's preferred
Experience:
- 3 years of relevant managerial or supervisory experience
- Basic understanding of scientific, mathematical, or technical principles.
- Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
- Demonstrated knowledge of hospital systems, operations and managed