Jimmy Fund Clinic - Front Desk Coordinator

Overview

The Front Desk Clinic Coordinator reports to the Scheduling Supervisor in pediatrics and is responsible for timely completion and accuracy of assigned daily tasks. These functions include, but are not limited to, staffing the Jimmy Fund Clinic Front desk, liaising among patients/families/providers/leadership; utilizing institutional and technical knowledge to properly triage patient and provider requests, collecting demographic and insurance information, and insurance eligibility and benefit verification at the Dana-Farber Cancer Institute and its partnering facilities, as applicable.

PRIMARY DUTIES AND RESPONSIBILITIES

• Front Desk Operations:

  • Performs front desk check in and check out functions.
  • Daily EPIC use, providing bracelet, itinerary, and RTLS badge assignments.
  • Effectively communicating with patients and families and working with interpreter services as necessary.
  • Triaging issues as they arise and opening IT tickets as needed.
  • Daily end of day printing (Alpha lists, staff daily, ONN Snapboard) from Epic.
  • Cleaning and collecting RTLS badges.
  • Uploading Urgent Consents to appropriate concord fax inbox and ensuring urgent consents are in the medical records bin for collection.
  • Coordinating with the scheduling teams for any scheduling related questions that arise or updated itinerary distribution.
  • Maintaining consult room assignments and utilization.
  • Daily administrative tasks (filing, supply inventory, etc.).
  • Managing the parking passes and coordinating excel worksheets.
  • Maintaining an organized and clean front desk area, following guidelines for food & drink.
  • Serving as possible weekend backup coverage as needed.

• Emergency Response:

  • Recognizes emergencies and appropriately responds using standard operating procedures.

• Patient Registration/Insurance:

  • Collects and accurately documents patient demographic, financial, and other relevant personal information into the hospital information system.
  • Updates insurance information into EPIC.
  • Escalates patients with insurance, prior authorization or other billing concerns as needed for Financial Counselor intervention.
  • Confirms, updates patient demographic, financial, and other relevant personal information into the hospital information system.
  • Updates changes to patient insurance and/or demographic information as needed.
  • Documents daily activities in a timely, thorough, and accurate manner into the hospital information system.
  • Completes assigned work queues, projects, and other duties as directed.

• Patient Experience:

  • Delivers outstanding customer service to internal and external customers.
  • Timely, accurately and curiously responds to the needs of internal and external customers.
  • Able to deescalate patient grievances, and maintain customer service standards, and involve floor leadership as necessary.
  • Serves as a resource for patient and families and answers wayfinding questions for lost families.
  • Makes copies of hand outs, lunch menus, etc and completes lunch orders for families.

• 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.
  • Opening help desk tickets as needed and navigating IT issues with the support of the Scheduling Leads and others.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM JOB QUALIFICATIONS

• Bachelor’s degree preferred.
• Experience working in a customer service setting preferred.
• Proficiency in technology and complex computer systems required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• 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.

PATIENT CONTACT

Yes, pediatric.

WORKING CONDITIONS

Standard office environment.