Outpatient Services Supervisor - Gastrointestinal ( GI )

The Outpatient Services Supervisor role at The University of Texas MD Anderson Cancer Center supports daily front desk and patient access operations within Ambulatory Business Services, ensuring a seamless and compassionate experience for patients and caregivers across outpatient settings. The Outpatient Services Supervisor provides direct oversight of Patient Service Coordinator teams and plays a critical role in maintaining service excellence, operational efficiency, and effective communication across centralized and clinic-based operations.

The University of Texas MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention. As part of UT MD Anderson, the Outpatient Services Supervisor contributes to an integrated care model that prioritizes patient-centered service, safety, and continuous improvement. The Outpatient Services Supervisor partners closely with clinical leaders, Access Operations, and business leadership to ensure high-quality front-line operations that support patient care delivery. This position leads and coaches desk operations team to provide exceptional service to patients and providers, while ensuring accurate scheduling of appointments and supervising all patient communication channels. This role will foster an environment where each person is a valued member of an inspired team with a commitment to service standards.

The ideal candidate will have experience with template management in Epic. Additionally, experience with supervising and training staff in a healthcare environment is also preferred.

Additional consideration will be given to candidates who are currently part of Ambulatory Business Services.

Position Information
Salary\: Minimum $60,500 - Midpoint $75,500 - Maximum $90,500
The typical work schedule is Monday – Friday, 8\:00am–5\:00pm, with flexibility required based on business needs which may include weekends.
Work location\: Houston, Tx. This is a hybrid position. First 6 months will be fully onsite during training. Hybrid work schedule is dependent on successful completion of competencies during training period.

Why Us?
This role offers the opportunity to directly impact patient experience and operational excellence within one of the world’s leading cancer centers. As an Outpatient Services Supervisor at UT MD Anderson, you will help shape front-line service delivery, mentor and develop staff, and contribute to continuous improvement efforts that support patients, caregivers, and providers while maintaining a healthy work-life balance and long-term career growth.

• Employer-paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer-paid life and reduced salary protection programs.
  

Responsibilities

Patient Service Management

• Models Service Excellence\: Provides service to stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include\:
  • Safety\: Provides an environment of well-being for patients, their families and our other stakeholders
  • Courtesy\: Creates a positive, compassionate, individual experience through communication and teamwork by addressing the needs, wants, stereotypes and emotions of each person
  • Accountability\: Applies expertise and commit to the highest level of service and accept responsibility for the result
  • Efficiency\: Delivers seamless operation of systems and processes, in a timely manner
  • Innovation\: Advances knowledge and patient care in a solution-oriented environment that is conducive to learning and encourages acceptance of new research, techniques and technologies
• Communicates and reinforces service excellence standards in partnership with centralized operations
• Conducts daily observations of PSCs’ level of service, provides feedback and documents observations
• Rounds and greets patients and discusses their service experience
• Ensures the cleanliness and pleasurable, professional appearance of the front desk and patient waiting and reception areas
• Monitors patient wait times and trouble shoots and resolves problems on a daily basis
• Sets productivity and quality standards in partnership with centralized operations and monitors productivity and quality of work of PSC staff
• Ensures front desk procedures are documented and maintained
• Anticipates the needs of patients, caregivers and stakeholders and recommends ways to enhance service or work more efficiently
• Identifies opportunities and removes barriers to service excellence
• Ensures PSCs have all the necessary resources to effectively and efficiently serve patients
• Performs PSC functions when required
• Assists with template management
• Supervises daily cash drawer closing and change funds
• Keeps center leadership apprised of emerging issues that could impact care delivery
• Participates in center-specific and organizational meetings as necessary

Human Resources Management

• Recruits, orients and trains new employees
• Supervises daily activities of front desk personnel.
• Completes annual performance evaluations for PSCs
• Prepares justifications for incremental positions
• Assesses new employees’ competency to provide friendly service and accurate completion of all job functions
• Analyzes the skill set of PSC staff, develops annual training and establishes and implements competency assessment strategies
• Documents training completion and competency assessment results
• Manages and approves scheduled time off based on staffing guidelines
• Develops staff schedules in advance based on patient volumes and center needs
• Monitors scheduling work queues, work lists, in-basket pools and dashboards, adjusts staffing to ensure accuracy and timeliness.
• Adjusts staffing to help manage patient flow and patient care volumes
• Runs reports that enhance scheduling and front desk operations and advises MBS of issues

Collaboration, Quality and Process Improvement

• Evaluates patient schedules to ensure PSCs are providing patients with itineraries that are respectful, accurate and as efficient as possible
• Analyzes patients’ reception and scheduling and identifies ways to provide better, more efficient service
• Uses One Connect reports to enhance front desk operations
• Collaborates with inter-department and intra-department personnel to provide better service and solve challenges
• Collaborates with providers to improve and maintain service levels
• Ensures compliance with patient data collection efforts such as MSPQ, patient photographs, etc
• Ensure that PSC staff ensure patient safety by paying strict attention to arm band placement and medical record accuracy
• Monitors co-pay collection rates to ensure thoroughness and accuracy

Other duties as assigned

COMPETENCIES

Service Orientation
Provide service to our stakeholders, including patients, caregivers, colleagues and each other, in a safe, courteous, accountable, efficient and innovative manner to include\:

• Promoting belonging and collegiality that demonstrates respect and professionalism to our stakeholders at all times
• Modeling safe, ethical behavior that mitigates risk to the institution through sound business practices, and adherence to MD Anderson’s Standards of Conduct, institutional policies and procedures
• Responding to requests in a timely manner while proactively communicating expectations for procedures, service arrival, or project deliverables to stakeholders
• Using the steps to HEAL (Hear, Empathize, Address and Learn) the relationship when service recovery is needed
• Meets time and attendance expectations and responds to requests in a timely manner, communicating expectations for procedures, service arrival, or project deliverables to patients and coworkers
• Admits when wrong, apologizes and take steps to resolve a situation to help to patients and coworkers before being asked to do so
• Assesses customer service satisfaction
• Fosters, assists, and encourages a receptive and nurturing environment by actively coaching and mentoring others relating to specific aspects of the job.

People Leadership

• Provides development opportunities and ongoing feedback to employees to include timely completion of classified employees’ evaluations
• Provides clear direction and communication to employees within unit
• Demonstrates cultural competence that creates a belonging environment for the team represented within unit's staff
• Manages operating expenses to budget
• Completes required 16 hours of continuing education for people leadership skills per year
• Completes Management Curriculum within required timeframe. Analytical Thinking Gathers relevant information systematically; breaks down problems into simple components; makes sound decisions.

Technical/Functional Expertise Demonstrates technical proficiency required to do the job; possesses up-to-date knowledge in the profession; provide technical expertise to others.
Written Communication Conveys information clearly and concisely through both formal and informal documents; adapts writing style to fit the audience

Onsite Presence\: Is Required