The Vice President, International Patient Center at Dana-Farber Cancer Institute (DFCI) is a pivotal leadership role responsible for the operational, financial, and performance oversight of the International Patient Center (IPC). Reporting directly to the Deputy Chief Medical Officer and with dotted-line reporting to the Senior Vice President of Business Strategy, this role encompasses executive oversight, operational strategy, performance management, and operational excellence to ensure superior patient care and service delivery. The Vice President will lead a multidisciplinary team, fostering operational coordination collaborations with internal and external stakeholders to enhance patient experiences and drive program growth. This role will work in close collaboration with the Medical Director of the International Patient Center, the Senior Director, International Strategic Initiatives, and clinical operations leadership.

In this role, the Vice President will lead a multidisciplinary team of highly skilled professionals, including the Senior Director of International Patient Center and Concierge Services and dotted-line oversight of the Director of International Patient Financial Services.   The Nurse Manager of the International Patient Center will report to DFCI nursing leadership for clinical nursing practice and to the VP of the IPC for adherence to the Center?s policies and procedures. This leadership team will work collaboratively to ensure that all service lines operate seamlessly, maintaining the highest standards of patient care, operational efficiency, and financial performance. This will involve optimizing existing services, and fostering operational relationships with external organizations. The Vice President will also oversee Virtual Opinion Services associated with the IPC, ensuring that patients worldwide have access to DFCI?s expert care and innovative treatments.

A key aspect of this role is stakeholder collaboration. The Vice President will build and maintain relationships with internal stakeholders, including disease center teams, senior leadership, and other DFCI departments, as well as external partners such as embassies, global collaborators, and payors. The Vice President will ensure that these relationships are leveraged to enhance patient care, streamline operations, and drive program growth.

The Vice President will develop and manage the annual budget for the International Patient Center, ensuring fiscal responsibility and operational stability. This includes monitoring financial and operational performance, identifying opportunities for revenue growth and cost optimization, and ensuring compliance with DFCI policies and governmental regulations.

The Vice President will also ensure that each functional area develops and adheres to Standard Operating Procedures (SOPs) and key performance indicators, ensuring that all service lines meet or exceed defined service levels and performance standards.

This role requires a dynamic leader with a passion for excellence in patient care, operational efficiency, and growth. The Vice President will be a key driver in advancing DFCI?s mission to provide world-class cancer treatment and care to patients around the globe.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals. 

PRIMARY DUTIES AND RESPONSIBILITIES:

• Leadership: Develop and implement operational plans for the International Patient Center. Align these plans with DFCI?s overall mission and goals.
• Operational Oversight: Ensure seamless operations across all service lines, maintaining high standards of patient care and operational efficiency. Oversee the development and adherence to Standard Operating Procedures (SOPs) and key performance indicators.
• Financial Management: Develop and manage the annual budget for IPC. Monitor financial performance, ensuring fiscal responsibility and operational stability. Identify opportunities for revenue growth and cost optimization.
• Stakeholder Collaboration: Build and maintain relationships with internal stakeholders, including disease center teams, senior leadership, and external partners such as embassies, payors, and global collaborators. Act as a primary liaison for international patient operations.
• Team Leadership: Supervise the Senior Director of International Patient and dotted-line supervision of the Director of International Patient Financial Services.  The Nurse Manager of the International Patient Center will report to DFCI nursing leadership for clinical nursing practice and to the VP of the IPC for adherence to the Center?s policies and procedures.
• Customer Experience: Ensure a consistent and exceptional patient and referrer experience across all service lines. Develop and implement initiatives to enhance patient satisfaction and service quality. Subject matter expert and internal educator on the unique needs of international patients and families and fosters an environment that is sensitive to the needs of diverse populations, including but not limited to culture, ethnicity, gender, and age.
• Compliance and Quality Assurance: Ensure compliance with DFCI policies, governmental regulations, and international standards. Monitor and report on quality metrics, implementing improvement plans as needed.
• Global Engagement: Represent DFCI in global forums, meetings, and collaborations. Travel as necessary to engage with international partners and expand the institute?s global footprint.
• Affiliate Relationship: In coordination with IPC team and DFCI leadership, develop and maintain relationships with the International Patient Center at Brigham and Women?s Hospital, the International Patient Center at Boston Children?s Hospital, and other partner institutions, as applicable.
• Other Duties: Perform additional responsibilities as required to support the mission and goals of DFCI. Serves as on-call contact after hours, weekends, and holidays as needed.

MINIMUM JOB QUALIFICATIONS:

• Bachelor?s degree required; Master?s degree in business or health care administration (MBA, MPH, MHA) is highly preferred
• 15 years of hospital administration and clinical operations experience required, preferably in an academic setting
• 10 years of progressively responsible leadership experience in management or supervisory positions required, including managing multi-functional teams
• Proven track record in managing clinical operations, international patient services, and high-touch patient programs

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Leadership and Management:Exceptional leadership, management, and mentoring skills. Ability to inspire and guide a diverse team towards achieving strategic goals. Active monitoring and management of key performance indicators, including operational, financial, and strategic metrics.
• Strategic Thinking:Strong strategic and business planning capabilities. Ability to align departmental goals with organizational objectives.
• Financial Acumen:Proficiency in financial management, including budgeting, revenue cycle management, and financial analysis.
• Communication:Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely to diverse audiences.
• Problem-Solving:Strong organizational, project management, and problem-solving skills. Ability to navigate complex issues and make informed decisions.
• Cultural Sensitivity:Deep understanding of the unique needs of international patients and families. Ability to foster an inclusive environment that respects diverse cultures and backgrounds and a positive working environment.
• Stakeholder Management:Proven ability to build and maintain relationships with internal and external stakeholders. Effective negotiation and conflict resolution skills. Demonstrated ability to work effectively with faculty, executives, and staff at all levels in a complex organizational environment.
• Customer Focus:Commitment to delivering exceptional patient care and service. Ability to develop and implement initiatives that enhance patient satisfaction.

SUPERVISORY RESPONSIBILITIES:

Directly supervises:

• Senior Director, International Patient Center and Concierge Services
• In collaboration with Executive Nursing leadership, the Nurse Manager of the International Patient Center
• Dotted-line: Director of International Patient Financial Services

PATIENT CONTACT:

Direct patient contact and communication by phone and in person. Age of population served is primarily adult.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

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