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

About the role

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

Responsibilities

• Appointment Scheduling:
  • Accurately schedules complex appointment sets across disciplines for oncology patients following scheduling guidelines.
  • Monitors scheduling reports to ensure accuracy and optimize resource utilization.
  • Maintains confidentiality of Protected Health Information (PHI).
  • Demonstrates strategic thinking, rapid learning, multitasking, and adaptability in a dynamic environment.
  • Participates in training new team members as requested.
• Patient Experience:
  • Delivers outstanding customer service to internal and external customers.
  • Responds to customer needs in a timely, accurate, and empathetic manner.
  • De-escalates patient grievances while maintaining customer service standards; involves leadership as needed.
• Communication and Collaboration:
  • Effectively communicates across leadership levels and with diverse audiences.
  • Synthesizes and communicates complex information in patient-friendly terms.
  • Obtains detailed scheduling information via face-to-face interactions, phone, or electronically during check-in/check-out (e.g., triaging calls, double-identifying patients, printing paperwork, coordinating schedules, acquiring/entering verbal orders).
  • Works collaboratively within the team and across functional teams.
  • Fosters shared responsibility among team members.
• Emergency Response:
  • Recognizes emergencies and responds appropriately using standard operating procedures.
• Regulatory Compliance and Quality Improvement:
  • Complies with Dana-Farber Cancer Institute (DFCI) policies and procedures.
  • Understands role in achieving successful Joint Commission accreditation.
  • Adheres to HIPAA regulations.
  • Completes 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)
    • Release of Patient Information
  • Actively participates in and provides feedback on quality improvement projects.
• Information Technology:
  • Maintains competency in systems such as Epic, Real Time Locating System (RTLS), and Outlook.
  • Actively engages in system upgrades and implements operational changes.
  • Manages distribution, maintenance, cleaning, and troubleshooting of patient-use iPads.

Requirements

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

Skills

• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask.
• Strong problem-solving and critical-thinking abilities.
• Demonstrated flexibility to take on additional responsibilities as needed.
• Ability to adapt to an ever-changing environment.
• Working knowledge of computers and technology.
• Excellent customer service skills.
• Ability to function as an integral team member.

Patient Contact

This position entails direct patient contact and communication, including in-person, telephone, written letters, or email. The age population served depends on the assigned clinical area (e.g., Pediatric or Adult clinic). The role may include provision of wheelchair escort services.

Pay

$45,500.00 - $54,400.00 annually, based on market pay structures, individual experience, skills, qualifications, business needs, and internal equity. For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).