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Exemption Status:

Exempt

Hiring Range:

$83,116.80 - $149,593.60

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday

Scheduled Hours:

0800-1600

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

10020 - 3834 ATRX Pharmacy

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

The Supervisor of Operations for the Advanced Therapeutics (ATRx) program provides day-to-day leadership, clinical oversight, and operational support to ensure the efficient, compliant, and high-quality delivery of patient care services. This role functions as a key liaison between clinical teams, ancillary staff, pharmacy operations, and referring providers. The Supervisor ensures workflows are optimized, service lines run smoothly, and patient access is maintained across multiple therapeutic areas including metabolic/weight management, IBD, dermatology, and future expansion areas.

Major Responsibilities:

Operational Management

• Oversee daily operations across ATRx service lines, ensuring timely patient scheduling, nursing triage, documentation, and follow-up.
• Provides clinical triage oversight, ensuring timely assessment, prioritization, and escalation of patient concerns; supports nursing staff in clinical decision-making, adherence to evidence-based protocols, and appropriate routing to providers.
• Identify and help resolve operational gaps or barriers affecting patient access, throughput, and quality of care.
• Monitor Epic workqueues, Cadence metrics, and Cisco metrics, and escalate barriers as needed. Review report call volume and response time metrics.
• Analyze and report triage performance data.
• Address operational and technical issues in real time to maintain workflow efficiency.
• Concierge outside referrals and ensure seamless care coordination.

Leadership & Staff Oversight

• Lead weekly meetings with direct reports to share updates, address concerns, and align on priorities.
• Provide ongoing, timely communication and operational updates to the Operations Manager and Clinical Manager.
• Assure adequate staffing within the department, including preparing, updating, and maintaining staff schedules and work assignments.
• Serve as the point person for staffing gaps and provide coverage as needed.
• Provide coaching, guidance, and support to staff to promote effective teamwork, motivation, and accountability.
• Supervise orientation and training for new staff and certify completion of required specialized operational training.

Regulatory, Compliance, and Quality

• Ensure compliance with regulatory standards set by agencies such as Joint Commission, DPH, and DEA, and maintain procedures aligned with hospital policy. 2. Participate in performance improvement initiatives and incorporate quality improvement principles into daily operations.
• Act as a liaison between the Patient Access Center (PAC) and the Clinic, providing biweekly updates to the Operations Manager.

Standard Management Level Responsibilities:

• Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions.  Resolves grievances and other personnel problems within position responsibilities.
• Develops and recommends