Clinic Coordinator I at Dana-Farber Cancer Institute in Newton, Massachusetts

Job Description:

Overview

GENERAL SUMMARY:

Reporting to the Practice Manager, this mission critical position is responsible for administrative tasks that occur on a clinic floor including; scheduling appointments in accordance with the scheduling guidelines; liaising among patients/families/providers/leadership; utilizing institutional and technical knowledge to properly triage patient and provider requests. Enjoys working in a busy clinic setting, offering exemplary customer service, and managing complex high-volume scheduling tasks while balancing multiple real- time priorities.

Dana-Farber Cancer Institute is opening a new outpatient cancer facility in January 2021 in Chestnut Hill. The new ambulatory center, located at 300 Boylston Street, Chestnut Hill, will provide much needed space for adult patient care to support our patient growth. Dana-Farber - Chestnut Hill will offer Clinical and Research Laboratory Services, Clinical Trials, Imaging, Infusion Services, Nutrition Support, Retail Pharmacy, Social Work, and Transfusion Services. This will be a multi-disciplinary, state-of-the-art facility designed to maintain the same model of care that is currently given to our patients on our Longwood Campus.

Job Location:

Training for this position will start at our Longwood campus (450 Brookline Ave), and will transition to Chestnut Hill after opening.

Requirements

PRIMARY RESPONSIBILITIES:

Clinic Coordinator:

Reporting to the Practice Manager and working under the guidance of the Lead Clinic Coordinator, this mission critical position is responsible for the following:

Appointment Scheduling:

* Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines

* Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization

* Maintains confidentiality of Protected Health Information (PHI)

* Possesses strategic thinking skills, the ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.

* Participates in training new team members as requested

Patient Experience:

* Delivers outstanding customer service to internal and external customers

* Timely and accurately responds to the needs of internal and external customers

* Ability to deescalate patient grievances, and maintain customer service standards, and involve floor leadership as necessary

Communication and Collaboration:

* Demonstrates ability to effectively communicate across leadership levels and with varying audiences

* Synthesizes and communicates complex information in patient friendly terms

* Obtains detailed scheduling information face-to-face, by telephone, or electronically while performing check-in and check-out functions i.e. triaging phone calls, double identifying patients, printing appropriate paperwork, coordinating complex schedules; acquiring and entering verbal orders

* Works effectively as a member of the team and across functional teams

* Fosters a sense of shared responsibility among the team

Emergency Response:

* Recognizes emergencies and appropriately responds using standard operating procedures

Regulatory Compliance and Quality Improvement:

* Compliance with DFCI policies and procedures

* Understanding their role and responsibility in obtaining successful Joint Commission accreditation

* HIPPA regulation compliance

* Completion of assigned AEU and Health Stream competencies

* Executes registration related processes including: Partners Patient Gateway Enrollment, MASS HiWay, Medicare Secondary Patient Questionnaire (MSPQ), Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST), and Release of Patient Information.

* Actively participates and provides constructive feedback on quality improvement projects

Information Technology:

* Maintains a level of competency in all systems including: Epic, Real Time Locating System (RTLS), Outlook

* Actively engaged in system upgrades and effected operational changes

* Distribution, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads

Qualifications

MINIMUM JOB QUALIFICATIONS:

Clinic Coordinator:

Bachelor s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

* Excellent verbal and written communication skills

* Working knowledge of computers and technology

* Excellent customer service

* Ability to function as an integral member of the team

* Strong organizational skills with the ability to multi-task

* Strong problem solving and critical thinking skills

* Demonstrated flexibility and ability to take on additional responsibilities as situations require

* Ability to adapt to ever-changing environment

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 groups as protected by law.

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