Clinic Coordinator - Mon-Fri 8am-4pm

Reporting to the Practice Manager, this mission-critical position handles administrative tasks on the clinic floor, including scheduling appointments according to guidelines, liaising among patients, families, providers, and leadership, and triaging requests using institutional and technical knowledge.

Responsibilities

• Appointment Scheduling
  • Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines.
  • Monitors scheduling reports to ensure accuracy and optimize resource utilization.
  • Maintains confidentiality of Protected Health Information (PHI).
  • Participates in training new team members as requested.
• Patient Experience
  • Delivers outstanding customer service to internal and external customers.
  • Responds timely, accurately, and curiously to customer needs.
  • De-escalates patient grievances while maintaining customer service standards and involving leadership as necessary.
• Communication and Collaboration
  • Effectively communicates 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 during check-in/check-out (e.g., triaging calls, double-identifying patients, printing paperwork, coordinating schedules, acquiring/entering verbal orders).
  • Works effectively as a team member and across functional teams.
• Emergency Response
  • Recognizes emergencies and responds appropriately using standard operating procedures.
• Regulatory Compliance and Quality Improvement
  • Complies with DFCI policies and procedures.
  • Understands role in obtaining successful Joint Commission accreditation.
  • Ensures HIPAA compliance.
  • 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 quality improvement projects and provides constructive feedback.
• Information Technology
  • Maintains competency in systems including Epic, Real Time Locating System (RTLS), and Outlook.
  • Actively engages in system upgrades and operational changes.
  • Handles distribution, maintenance, cleaning, and troubleshooting of patient-use iPads.

Qualifications

• 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 customer service orientation.
• Ability to function as an integral team member.
• Strong organizational and multi-tasking skills.
• Problem-solving and critical-thinking abilities.
• Flexibility to adapt to an ever-changing environment and take on additional responsibilities.

Additional Details

• Supervisory Responsibilities: None.
• Patient Contact: Yes, including in-person, telephone, written, or email communication. Age populations served depend on clinical assignment (pediatric or adult). May include wheelchair escort services.

Pay

$45,500.00 - $54,400.00