Patient Access Ops Manager

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world's deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

The Patient Access Operations Manager is responsible for planning, directing and controlling access to the services and daily operations of the patient care coordinators and program assistants supporting the clinical teams. The manager oversees the administrative functions including day-to-day operations, human resources management, and quality assurance activities.

This management position collaborates with medical leaders, peers and colleagues at Fred Hutch as well as our partner institutions to assure the provision of high quality, patient and family-centered care in an environment that facilitates the conduct of clinical research. Work situations in the clinic range from clinical to managerial and require independent decision-making, analysis, policy and program development, problem and issue resolution and leadership skills.

This role will be full-time, 8am-5pm Monday-Friday, requiring one day per week onsite at our South Lake Union location.

Responsibilities

• Provides supervision of Patient Access Supervisors who oversee the daily activities of the Patient Care Coordinators (PCCs)
• Responsible for the organizational, management, operational and administrative activities of PCCs. PCCs are members of the care service team and act as professional liaisons for patients and families, care providers, as well as other Fred Hutch departments. The PCC role uses critical thinking skills to facilitate and operationalize complex scheduling requests through heavy use of multiple computer systems
• Ensures department is staffed appropriately, including hiring, performance evaluations, ensuring training and development, handling disciplinary action, layoff and termination issues
• Provides teaching, coaching and consultation on team issues
• Encourages innovative approaches to patient care in collaboration with clinic management team
• Support and implements specific customer service, financial goals & objectives and quality initiatives consistent with Fred Hutch's strategic plan and goals
• Ensures customer satisfaction by analyzing customer complaints, concerns and suggestions and providing appropriate follow-through

Qualifications

Required:

• Bachelor's degree, or equivalent education and/or experience
• 4+ years of related experience
• 3+ years of lead, supervisory, or management experience

Preferred:

• Bachelor's degree or higher preferred in Healthcare or Business Administration