Practice Operations Supervisor - Hematology & Oncology

Position Summary

The Practice Operations Supervisor oversees and coordinates all operational and administrative functions to ensure optimal efficiency, exceptional patient experiences, and full compliance with HR and regulatory standards. This role leads the practice with a focus on delivering high-quality care that supports positive health outcomes and cultivates a workplace culture grounded in kindness, inclusion, integrity, accountability, and excellence.

Responsibilities

Practice Operations

• Directly supervises staff and operational workflows to meet goals in patient volume, access, service quality, efficiency, and satisfaction across patients, staff, and providers. Provides cross-coverage as needed.
• Monitors workflows, implements approved corrective actions, and ensures staff engagement and training for effective execution.
• Ensures diagnostic and therapeutic equipment is maintained and serviced regularly; resolves issues promptly to minimize operational disruptions.
• Conducts and documents regular staff meetings and in-services to reinforce practice policies and procedures; collaborates with management to maintain standardization across sites.
• Serves as an EPIC “Super User” for front-end application components, offering guidance to physicians and support staff.
• Creates and maintains provider templates to optimize scheduling.
• Manages scheduling work queues to ensure timely patient appointments.
• Coordinates scheduling with infusion centers, ensuring adherence to established guidelines.
• Monitors insurance clearance for treatments and liaises with clinical teams as needed.
• Builds and sustains positive working relationships with staff, management, clinicians, and physicians to support morale and provider productivity.
• May rotate to other practice sites as needed.
• Develops daily, weekly, and monthly assignment lists to ensure adequate clinical coverage.
• Leads staff huddles to promote smooth patient flow and coordinated care.
• Assists with ordering and maintaining appropriate inventory levels of medical and office supplies.

Strategy

• Tracks key performance indicators and implements approved improvement initiatives; uses EMR dashboards and reports to evaluate performance and support corrective actions.
• Mentors staff in alignment with departmental strategic goals to maintain a patient-centered environment.
• Participates in projects and performance improvement activities.
• Supports customer satisfaction initiatives and fosters positive interactions with staff, patients, and families.
• Monitors patient portal activation rates and staff performance using dashboards, In Basket management, and work queue completions; develops strategies to enhance performance.
• Serves on interdisciplinary committees to improve patient care and address patient needs.

People

• Assists with recruitment and HR activities; ensures achievement of productivity and quality benchmarks.
• Develops onboarding and training materials to support successful staff integration.
• Conducts performance evaluations in accordance with HR and departmental guidelines; provides ongoing guidance and addresses performance issues promptly.
• Promotes professionalism through coaching, training, and feedback; mentors staff in accountability and best practices.

Compliance

• Documents and ensures compliance with institutional policies, protocols, and systems to enhance patient encounters and outcomes.
• Maintains current knowledge of organizational and regulatory compliance requirements (e.g., HIPAA, OSHA, EH&S, infection control) and completes all required trainings.
• Ensures a safe and secure work environment by adhering to OSHA, EH&S, and public safety guidelines.
• Upholds patient privacy and confidentiality in accordance with HIPAA regulations.

Minimum Qualifications

• Bachelor’s degree or equivalent in training and experience, plus three years of related experience
• Strong organizational skills, time management and the ability to set priorities among multiple competing objectives, tasks and initiatives
• Basic project management skills including planning and executing technical and operational project activities with cross-functional teams
• Candidate must be well organized and be able to manage a demanding workload and moderately complex cases in an accurate and timely
• Good proficiency in problem assessment, and resolution and collaborative problem solving in complex, and interdisciplinary settings.
• Ability to communicate effectively in both oral and written form
• Ability to interact positively, constructively and effectively with professional staff, providers and organizational stakeholders
• Must be able to deliver high level communication presentations for management
• Ability to lead and mentor team through new and changing situations
• Demonstrate a professional and compassionate manner while conveying a positive image of the practice
• Must demonstrate leadership and relationship management skills, and manage conflicts with tact, sensitivity, and respect
• Ability to work independently and follow-through and handle multiple tasks simultaneously
• Ability to work collaboratively with a culturally diverse staff and patient/family population demonstrating tact and sensitivity in stressful situations
• Strong proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs
• Must be a motivated individual with a positive mindset and exceptional work ethic

Preferred Qualifications

• Knowledge of billing and scheduling systems
• Prior EMR experience