Lead Clinic Coordinator - Mon-Fri 8am-4:30pm

About the role

In addition to the responsibilities of the Clinic Coordinator I and II, the Lead Clinic Coordinator has additional duties outlined below.

Leadership

• Role model and resource to the Clinic Coordinator team
• Motivate and drive effective performance of the team
• Possess knowledge of multiple disease-specific programs
• Work in coordination with the Practice Manager and Project Managers to serve as leader/champion in the roll-out of initiatives and projects
• Establish and develop strong working relationships with the Nurse Director and Charge Nurses
• Participate in interviewing prospective candidates
• Contribute input on annual performance evaluations for Clinic Coordinators
• Ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment
• Communicate team concerns, performance issues, and trends to the Practice Manager
• Maintain strong lines of communication with the Practice Manager
• Understand and align with Practice Manager goals and Institute-wide goals and initiatives

Appointment Scheduling

• Function as a content expert in scheduling
• Maintain a high level of expertise in Infusion scheduling, working closely with Charge RNs and the Nurse Director to maximize utilization of resources
• Responsible for scheduling mailbox management, including monitoring and assignment to team members
• Monitor floor-based reports, scheduling reports, and lab work queue
• Provide guidance, instruction, and direction to team members and notify the Practice Manager of performance issues
• Serve as the first point of contact for questions and issues identified by disease-based, back-office staff (e.g., Clinical Service Coordinators, New Patient Coordinators, Protocol Schedulers)
• Troubleshoot scheduling errors and offer feedback to disease-based, back-office staff

Emergency Response

• Provide administrative support during Adult Medical Responses
• Actively participate in system downtime

Administrative

• Assist in the development and maintenance of a comprehensive training curriculum for Clinic Coordinators
• Create and maintain administrative tip-sheets and tools for floor-wide use
• Manage office supply par levels and order supplies in accordance with budget guidelines
• Manage cleanliness of environment, including waiting room, check-in desks, and check-out desks
• Maintain and organize all administrative closets, drawers, and cabinets
• Assist with new hire interviewing and onboarding
• Maintain a list of VIP/Patient watch lists; serve as point of contact for operationalizing requests and communication of upcoming appointments to floor leadership
• Enter Infusion Nurses’ master schedule templates into Epic at the direction of Nursing
• Serve as the first point of contact for patient wait-time issues and coordinate service recovery as needed

Patient Experience

• Collaborate in real time with the Lead Clinical Assistant on clinic flow, communication, and resolution of bottlenecks
• Model superior, respectful verbal and non-verbal communication with internal and external customers and patients
• Work with the Clinical Assistant Lead to manage patient wait-time issues and communications, escalating to Practice Manager and Nursing Leadership when necessary
• Provide and report on service recovery
• Offer support to Clinic Coordinators in challenging customer service and Provider issues

Information Technology

• Assist in managing downtime operations; provide downtime guidance to Clinic Coordinators and provide timely notification and updates to the Practice Manager
• Troubleshoot issues with clinical devices/systems/software
• Assist in managing the Real Time Locating System (RTLS), including troubleshooting; serve as first point of contact for systems-related issues; and assist in communication with Providers and nursing on status
• Manage the inventory, maintenance, after-use cleaning, and technical troubleshooting of patient-use iPads

Requirements

• Clinic Coordinator I and II: Bachelor’s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.
• Clinic Coordinator II: Bachelor’s degree preferred. At least 1 year of experience as a Clinic Coordinator I at Dana-Farber.
• Lead Clinic Coordinator: In addition to the qualifications outlined for Clinic Coordinator II, a desire to work toward a management position.

Knowledge, Skills, and Abilities

• 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 an ever-changing environment

Patient Contact

Yes, this position entails patient contact and communication. Methods of contact include in person, via telephone, written letter, or email. The age population served will depend upon the clinical area assigned (e.g., Pediatric or Adult clinic). This position may or may not include provision of wheelchair escort services.

Working Conditions

Ability to operate a computer, keyboard, and standard office equipment is required. While performing the duties of this job, the employee is occasionally required to stand; sit; walk; use hands to handle objects and office supplies; reach with hands and arms.