Administrative Lab Services Coordinator

About the role

Fully On-Site. Monday - Friday 6:00AM - 2:30PM
Reporting to the Practice Manager, this mission critical position is responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab work. The Lab Services Coordinator (LSC) works in a busy environment with a high patient volume, managing complex tasks while balancing multiple real-time priorities, and, when appropriate, acts as the escalation point for issues presenting at main reception. The LSC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into Epic, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face or telephone interactions.

Responsibilities

• Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
• Acquires, enters and links verbal lab orders from Providers. Maintains confidentiality of Protected Health Information (PHI).
• Maintains past-pending reconciliations.
• Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards.
• Performs front desk check-in functions verifying patient identification; printing patient wristbands; assigning Real-Time Locating System (RTLS) badges; and asking patients screening questions.
• Prints and reviews appointment schedules for patients. Notifies nursing and lab staff of issues as needed.
• Answers telephone and provide general disease or program-specific information to callers within the scope of knowledge and authority.
• Reviews missing labs reports and works with staff from other departments to resolve missing labs. Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient. Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs.
• Creates orders and imports outside images from digital media into Epic. Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS. Troubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACS.
• Manages and reconciles all patient CDs from intake to upload completion. Works collaboratively with team members to ensure efficient completion of daily work queue. Mails requested CDs back to patient or discarding of CDs per departmental guidelines.
• 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, maintain customer service standards, and involve department leadership as necessary.
• Communicates effectively across leadership levels and with varying audiences. Synthesizes and communicates complex information in patient friendly terms. Works effectively as a member of the team and across functional teams. Fosters a sense of shared responsibility among the team.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Complies with DFCI policies and procedures. Understands their role and responsibility in obtaining successful Joint Commission accreditation. HIPPA regulation compliance. Completion of assigned AEU and Health Stream competencies. Actively participates and provides constructive feedback on quality improvement projects.
• Maintains a level of competency in all operational systems including Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity and LifeIMAGE. Actively engaged in system upgrades and effected operational changes. Manages supply of RTLS badges including assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges. Actively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime procedures.

Qualifications

• The position prefers a bachelor’s degree and prior customer service experience.

Skills

• Excellent verbal and written communication skills
• Excellent customer service skills and ability to perform under pressure
• Ability to multi-task and function as an integral member of the team
• Strong organizational, problem solving and critical thinking skills
• Ability to adapt to ever-changing environment and able to toggle between multiple systems during the day
• Demonstrated flexibility and ability to take on additional responsibilities as situations require

Benefits

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Pay

$45,500.00 - $54,400.00

Schedule

Monday - Friday 6:00AM - 2:30PM