Lab Services Coordinator I

About the role

The Lab Services Coordinator (LSC) is a mission-critical position responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab work. Reporting to the Practice Manager, the LSC manages a busy environment with a high patient volume, balancing multiple real-time priorities, and acts as the escalation point for issues.

Responsibilities

• 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 all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards
• Answers telephone and provides general disease or program-specific information to callers within the scope of knowledge and authority
• Reviews missing labs reports and works with staff from other departments to resolve missing labs
• Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient
• Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs
• Creates orders and imports outside images from digital media into Epic
• Troubleshoots images and collaborates with Imaging Department, when necessary, 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 daily work queue
• Mails requested CDs back to patient or discarding of CDs per departmental guidelines
• Delivers outstanding customer service to internal and external customers
• Timely and accurately responds to the needs of internal and external customers
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
• 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
• Actively participates and provides constructive feedback on quality improvement projects
• Maintains a level of competency in all operational systems including: Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity and LifeIMAGE
• Actively engaged in system upgrades and effected 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 moves seamlessly between normal operations and downtime procedures

Qualifications

• Bachelor’s degree preferred. Prior customer service experience preferred.

Skills

• 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
• Demonstrated flexibility and ability to take on additional responsibilities as situations require

Benefits

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we.

Pay

$45,500.00 - $54,400.00 per year