Fred Hutchinson Cancer Research Center & Seattle Cancer Care Alliance

  • Clinical Operations Manager- General Oncology

    Job ID
    12350
    Type
    Regular Full-Time
    Company
    Seattle Cancer Care Alliance
    Location
    US-WA-Seattle
  • Overview

    Seattle Cancer Care Alliance (SCCA) brings together the leading research teams and cancer specialists of Fred Hutch, Seattle Children’s, and UW Medicine. One extraordinary group whose sole mission is the pursuit of better, longer, richer lives for our patients. SCCA's purpose is to provide state-of-the-art, patient and family centered care; support the conduct of cancer clinical research and education; enhance access to improved cancer interventions; and advance the standard of cancer care regionally and beyond.


    Every individual at SCCA plays a unique role in supporting our mission. Our collective success hinges on each of us conducting ourselves in accord with a set of core values:

    • We are patient-centered. Everything we do must be linked to our ability to deliver better, safer outcomes for our patients.
    • We are innovative. We nurture an environment that fosters unconventional thinking, a passion for discovery, and the open-mindedness to invite discovery from unexpected places.
    • We are respectful. We are deeply respectful of our patients, their families, and each of our colleagues who serve them in so many different and important ways.
    • We are collaborative. We understand that asking for and offering help in how to do better is not just a right, but among our most important responsibilities.
    • We are agile. We cannot just be comfortable with change; we must embrace it as proof that we are making progress.
    • We are responsible. Because our work is focused on people's well-being, we approach it with the highest level of ethical, fiduciary, and environmental responsibility.

    This is an extraordinary opportunity to lead disruptive continuous innovations in the fight against cancer.

     


    The Clinical Operations Manager is responsible for the development and operationalization of business systems and processes that support the operations of the clinics (3rd & 4th floors) such as patient check in, patient phone experience, scheduling, Daily Management Systems and other operational duties as assigned.

    Responsibilities

    • With key partners, develop and implement operational plan for welcome functions, phone, scheduling and other patient interfaces to meet patient service levels, quality and patient satisfaction goals. Performs gap analysis of current state
    • Using lean principles design patient experience and staff workflow to meet industry standard metrics
    • Works diligently to create positive collaborative work environment for all staff, physicians and patients
    • Develop and implement visible metrics for phones, patient check in, rooming and other patient activities. Utilize metrics and find evidence-based solutions. In addition to creating an environment and culture that supports defined standard work and patient flow, ensure that service to our patients, families and caregivers is our priority
    • Directs a dynamic team of leaders, both management and front-line staff empowering them to become continuous improvement leaders
    • Develop and implement an operational plan (model) to deliver patient focused services for patient systems such as phone, welcome, scheduling and other functions as assigned
    • Develop and maintain effective organization of responsibility including efficient recruiting, training, coaching, recognition, workflow, performance standards, delineation of duties and roles, staffing levels and supervision
    • Establish a proficient QA process and team to conduct call monitoring, coaching with team members to improve quality, compliance and operational efficiency
    • Develop budgets for and provide oversight to assigned areas
    • Ensure SCCA has the latest industry standard with regard to quality, technology and workflow processes for patient experience for scheduling, access and other functions
    • Provide strong, dynamic leadership that mentors, develops and guides team members to efficiently leverage the value for the patient in every contact
    • Evaluate, develop and coordinate projects using skills such using collaboration, motivation and knowledge of clinical analytics to help drive decision making
    • Other duties as assigned

    Qualifications

    Required:

    • Bachelors degree and three to five years working in a medical clinic setting
    • Works well with team members toward a common purpose; reinforces the efforts and goals of the work group; supports the team’s decisions regardless of individual viewpoint
    • Excellent oral and interpersonal communication skills with the ability to convey a positive and professional image
    • Experience mentoring and training staff members
    • Experience working with EPIC and ORCA
    • Ability to convey ideas in a clear and concise manner
    • Demonstrated leadership and customer relations skills
    • Must be highly organized, detail oriented, and able to manage multiple competing priorities with a high degree of speed and accuracy
    • Ability to evaluate current workflows and processes with a critical eye and develop proposals for improvement

    Preferred:

    • Masters Degree in Business or Healthcare Administration
    • Experience working in healthcare scheduling, specifically medical oncology
    • Possesses working knowledge of financial processes, including budget preparation and asset management
    • Experience in implementing Lean principles and Continuous Process Improvement Methodology

    Our Commitment to Diversity

    We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.

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