Lab Services Coordinator I

About the role

Reporting to the Practice Manager, this mission-critical position is responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab work. The Lab Services Coordinator (LSC) works in a busy environment with high patient volume, managing complex tasks while balancing multiple real-time priorities. When appropriate, the LSC acts as the escalation point for issues presenting at main reception. The LSC is an ambassador of the DFCI patient experience, efficiently managing the patient check-in process, uploading outside imaging into Epic, and providing exemplary customer service while resolving and triaging issues during face-to-face or telephone interactions.

Responsibilities

• Check-In/Administrative:
  • Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines.
  • Acquires, enters, and links verbal lab orders from Providers.
  • Maintains confidentiality of Protected Health Information (PHI).
  • Performs past-pending reconciliations.
  • Provides superior customer service to patients, family members, physicians, and staff in accordance with DFCI Customer Service Standards.
  • Performs front desk check-in functions: verifies patient identification, prints patient wristbands, assigns Real-Time Locating System (RTLS) badges, and asks patients screening questions.
  • Prints and reviews appointment schedules for patients.
  • Notifies nursing and lab staff of issues as needed.
  • Answers telephone and provides general disease or program-specific information to callers within the scope of knowledge and authority.
  • Reviews missing lab reports and works with staff from other departments to resolve them.
  • Identifies inconsistencies with or outstanding questions regarding lab panel orders and works directly with Providers to reconcile the order to prevent delays for the patient.
  • Transports wheelchair patients or arranges for patient escorts and/or wheelchairs.
• Imaging Services:
  • Creates orders and imports outside images from digital media into Epic.
  • Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS.
  • Troubleshoots images and collaborates with the Imaging Department to resolve and successfully import images into PACS.
  • Manages and reconciles all patient CDs from intake to upload completion.
  • Works collaboratively with team members to ensure efficient completion of the daily work queue.
  • Mails requested CDs back to patients or discards CDs per departmental guidelines.
• Patient Experience:
  • Delivers outstanding customer service to internal and external customers.
  • Responds timely and accurately to the needs of internal and external customers.
  • De-escalates patient grievances, maintains customer service standards, and involves department 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.
  • 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 and critical thinking skills.
• Regulatory Compliance and Quality Improvement:
  • Ensures compliance with DFCI policies and procedures.
  • Understands role and responsibility in obtaining successful Joint Commission accreditation.
  • Complies with HIPAA regulations.
  • Completes assigned AEU and Health Stream competencies.
  • Actively participates and provides constructive feedback on quality improvement projects.
• Information Technology:
  • Maintains competency in operational systems including Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity, and LifeIMAGE.
  • Actively engages in system upgrades and operational changes.
  • Manages supply of RTLS badges including assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges.
  • Actively participates in system(s) downtime and confidently transitions between normal operations and downtime procedures.

Requirements

• Excellent verbal and written communication skills.
• Excellent customer service skills and ability to perform under pressure.
• Ability to multi-task and function as an integral member of the team.
• Strong organizational, problem-solving, and critical thinking skills.
• Ability to adapt to an ever-changing environment and toggle between multiple systems during the day.
• Demonstrated flexibility and ability to take on additional responsibilities as situations require.

Qualifications

The position prefers a bachelor’s degree and prior customer service experience.

Patient Contact: Yes, this position entails patient contact and communication. Methods of contact are in person and via telephone. This position includes provision of wheelchair escort services.

Pay

$45,500.00 - $54,400.00