Support Staff Supervisor - Patient Access

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 support staff supervisor is primarily responsible for the oversight of daily operational activities within the clinic and the staff teams working in the department. This includes the recruitment, training, and performance management of staff as well as daily operational performance and serving as a liaison with management and staff.

Responsibilities

• Participates in the recruitment process for new staff including the development and oversight of orientation.
• Conducts staff performance management activities which includes evaluating and providing feedback on performance
• Develops staff training and participates in training delivery
• Oversees the daily work of the support staff, assists staff in prioritizing workloads when necessary, and ensures appropriate, daily staff coverage
• Encourages and fosters an environment of continuous performance improvements
• Serves a primary escalation point for troubleshooting and resolving issues surfaced by front line staff
• May assist in the onboarding of staff and/or providers
• Communicates relevant information to both managers and frontline staff
• Oversees the development of policies and procedure
• Maintains a working knowledge of all support staff responsibilities and provides coverage as needed

Qualifications

Required:

• High school graduate or equivalent
• Ability to manage sensitive situations with discretion
• Ability to demonstrate sensitivity and empathy in an emotionally challenging environment
• Ability to provide effective and timely feedback on staff performance
• Ability to communicate verbally in person, on the phone, and in writing in a clear, concise and professional manner
• Ability to apply active listening skills
• Ability to work in a high pressure, deadline oriented, and complex health care environment
• Ability to prioritize work assignments and adjust tasks as needed
• Ability to identify and triage issues appropriately.
• Ability to collect and analyze data for performance and service metric
• Ability to use a mouse, navigate computer programs, and use email in a business setting

Preferred:

• Associate or Bachelor's degree
• At least three years of relevant experience with a proven track record of increasing responsibility; healthcare experience preferred
• Proficient in utilizing an electronic medical record system
• Proficient in utilizing an electronic patient scheduling system
• Proficient in call distribution software (For Intake/Imaging Scheduling/Information technology only)
• Familiarity with medical terminology

The annual base salary range for this position is from $80,172.00 to $104,249.60, and pay offered will be based on experience and qualifications. Although Fred Hutch is not sponsoring most H-1B visas at this time, candidates who already hold an H-1B sponsored by another organization and are currently in the U.S. may be eligible for this position. Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks).