“As the front line of a patient’s journey, our front desk and surgery scheduling teams play a crucial role in shaping each patient’s first impression of the Fox Chase Cancer Center – Temple Health brand within our urology outpatient clinics. Every encounter must be professional, personable, and proactive, as it sets the tone for the patient’s entire experience with us,” said Natasha Varela, Administrative Manager for four Fox Chase – Temple Urologic Institute outpatient clinics.
As an administrative manager, Varela ensures that the front desk and surgery scheduling teams understand how vital their non-clinical roles are in patient care—helping people navigate complex insurance benefits, streamlining preoperative testing, and compassionately listening to patients who may feel anxious or vulnerable. “We are the Urologic Institute, and we care for patients with both benign and oncologic conditions, which creates a diverse and dynamic work environment,” she explained.
“Another key responsibility is managing surgical scheduling across four locations—an ever-evolving matrix of patient procedures, surgeons’ schedules, and location availability. My job is to remain flexible and focused, and to help our schedulers quickly coordinate new dates and times for procedures that must be performed.”
Recently, Varela received a STAR Award for Excellence in Management—an honor she described as especially meaningful. “To successfully manage and support a team, you need to truly listen to what your staff is saying, trust them, and grow together. This is a passion of mine: to build trust and empower my employees.
“Our team synergy, with Dr. Alexander Kutikov at the helm, drives the mission of the Fox Chase – Temple Urologic Institute at each outpatient location, where renowned oncologic and benign urologic specialists, nurses, administrators, and front desk and scheduling staff offer unparalleled care and personalized service within the communities where we live and work. I am proud to say that our physicians are globally renowned, and expectations are the highest for all aspects of urologic care. This is the clinical environment I love to work in,” she added.