Clinic Coordinator - Mon-Fri 8:30am-5pm

About the role

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.

Primary Duties and Responsibilities

• Appointment Scheduling:
  • Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
  • 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
  • Possesses excellent customer service skills
• Patient Experience:
  • Delivers outstanding customer service to internal and external customers
  • Timely, accurately and curiously 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

Minimum Job Qualifications

• High school diploma, bachelor’s degree preferred
• Experience working in a customer service setting preferred
• Proficiency in technology and complex computer systems required

Knowledge, Skills and Abilities

• 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

At Dana-Farber Cancer Institute

We strive to create an inclusive, diverse, and equitable 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.