Clinic Coordinator - Mon-Fri 9:30am-6pm

About the role

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

Responsibilities

• 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 optimization of 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 the needs of internal and external customers.
  • De-escalates patient grievances, maintains customer service standards, and involves 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 (e.g., triaging phone calls, double-identifying patients, printing 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
  • Complies with DFCI policies and procedures.
  • Understands role and responsibility in obtaining successful Joint Commission accreditation.
  • Ensures HIPAA regulation 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), and Release of Patient Information.
  • Actively participates and provides constructive feedback on quality improvement projects.
• 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, after-use cleaning, and technical 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.
• Working knowledge of computers and technology.
• Strong customer service orientation.
• 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 an ever-changing environment.

Additional Details

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

Pay

$45,500.00 - $54,400.00