Yale New Haven Health System


US-CT-New Haven
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Full Time Benefits Eligible
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To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

Working under the direction of the SVP for Smilow Cancer Hospital, the Chief Medical officer and the Clinical Program Director, the incumbent is responsible for the operations management and business functions for the ambulatory clinical practices located in the Smilow Cancer Hospital. This includes working collaboratively with clinical leaders in a variety of disciplines including the Yale Medical Group, various Yale New Haven Hospital departments, and various Yale University, School of Medicine departments to ensure optimal flow of patients and information through the ambulatory care experience, maintain business processes and procedures for the effective functioning of the ambulatory clinics, and to effectively use the resources available to promote high quality patient care.



  • 1. Develops policies and procedures for all administrative and business functions within the scope for the ambulatory clinical environment consistent with applicable standards set by Smilow Cancer Hospital and Yale University, School of Medicine.
  • 2. Direct supervision of practice management staff. Complies with YNHH and University policies and procedures on recruitment and hiring, supervision of, and evaluation of practice managers who in turn oversee the clinical support staff functions.
  • 3. Understands the union contracts and agreements as they affect management of support staff in Smilow.
  • 4. Serves as the main liaison between medical providers and the CMO, along with between administrators and the Senior VP.
  • 5. Coordinate administrative work flow and assignments of clinical support staff in conjunction with the practice managers and Patient Service Managers
  • 6. Develop and maintain procedures for training and monitoring competency of staff through orientation and continuing education
  • 7. Creates, manages, and adjusts administrative infrastructure as needed to accommodate and support a multi-disciplinary care environment.
  • 8. Work with Clinical Directors of each disease team to ensure appropriate integration of administrative and business operations with the clinical care functions of each disease team within the ambulatory clinic.
  • 9. Facilitates a culture of team work among the administrative support staff and demonstrates the desired behaviors in all aspects of his or her work.
  • 10. Responsible for the efficient use of resources in the ambulatory clinics including the exam/consult room space. Maximizes patient throughput and efficiency thru a data driven decision process to ensure optimal use of clinical space.
  • 11. Working in concert with YMG registration and billing offices ensures business processes are in place to capture patient registration information in a timely manner for patients presenting for care in the ambulatory clinical areas.
  • 12. Directs the processes for scheduling appointments in ambulatory practice and arranging for appropriate follow up care such as infusion, radiation treatment, and radiology as dictated by a patient's treatment plan. This includes interfaces directly with other university and hospital departments, integrating the follow-up needs of cancer patients into the scheduling processes of these departments.
  • 13. Responsible for creating an environment and administrative infrastructure that facilitates high quality patient care. Participates in a variety of quality forums throughout the university and hospital environment and applies best practices to the ambulatory clinics in the Smilow Cancer Hospital.
  • 14. Responsible for implementing service quality plans with focus on the principles of service excellence. Monitors patient satisfaction and implements business process changes to react to variations in patient satisfaction.
  • 15. Responsible for implementing business processes to ensure timely, effective, and accurate charge capture.
  • 16. Manages resources to ensure that new patients have best in class access to care according to YNHH and Yale Cancer Center policies. Monitors wait days to new appointment and adjust business processes to ensure timely access to care. Works directly with Yale Cancer Center leadership to effect changes in physician and APRN staffing as needed to meet goals for access.
  • 17. Collaborates with Smilow Cancer Hospital leadership to ensure physical plant adequately facilitates patient care operations in the ambulatory clinical environment.
  • 18. Participates as an integral member of EMR implementation and optimization team. Ensures processes are in place to facilitate appropriate integration of electronic systems into the clinical work flow.
  • 19. Collaborates with Clinical Trial Office to integrate clinical trial staff and the unique needs of clinical investigation into the ambulatory clinic as needed to facilitate the accrual of patients to trial and appropriate follow up needs as dictated by the trial.
  • 20. Coordinate with CMO, DCP, Deputy Director and Disease Team Leader requests for new providers at Smilow, including space and appropriate resources.
  • 21. Develop reporting infrastructure for clinical operations, prepare data, do analysis, and provide reports to cancer center leadership on operations, access, volume, and patient satisfaction.
  • 22. Organize clinic schedules and ensure optimal utilization of time and space in collaboration with the CMO and disease team leaders.
  • 23. Work collaboratively with billing compliance office to ensure appropriate training of staff and process controls are in place to meet all regulatory requirements and comply with University policies.
  • 24. Work with finance and budget offices to ensure effective resource utilization to actively manage expense growth in conjunction with clinical volume growth.
  • 25. Informs the annual budget process by actively participating in developing volume and revenue assumptions. Monitors variances in patient volume budgets and works collectively with clinical and administrative leaders to implement plans to meet volume budget targets.
  • 26. Represents the cancer center on clinical leadership forums across YNHH and Yale University, School of Medicine.



Bachelor's degree in a healthcare related field required,. Master's degree in health administration or a related field strongly preferred.


Ten years of experience in a physician practice management within an academic medical center environment.


Must demonstrate highly collaborative and energetic management style. Excellent communication and interpersonal skills. Ability to build strong collaborative relationships with physicians and other direct care providers. Ability to work effectively with faculty, ellows and staff and represent YCC in a professional manner. Exceptional operations management skills including the ability to optimize quality and efficiency through data driven decision making. Working knowledge of the needs of a clinical research enterprise as they relate to clinical operations. Ability to work well under pressure and deadlines.
Ability to manage in under competing priorities in a highly complex environment.
Uses tact and discretion when dealing with sensitive information. Ability to motivate others and build collaborative teams. Strong project management skills. Strong organizational skills. Excellent computing skills.


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