Lead Consult Coordinator - BIDMC

Responsibilities

• Prioritize decision-making activities in accordance with guidelines defined by department.
• Work closely with physician staff/fellows to follow up on all requests including communication with outside institutions.
• Cook up the consultation service to include over 2500 incoming consultations per year (national and international second opinion requests).
• Processes outside pathology consultations (create registration, visits, and accession numbers/log in cases into the computer).
• Review incoming materials to systematically organize and arrange slides and blocks based on pathology protocol to discern appropriate medical triage.
• Input case information into appropriate tracking mechanisms.
• Register patient demographics to include insurance information. Obtain and scan payment authorizations to set up financial information/billing for outside requests for second opinion.
• Liaise with referring entities to obtain missing information or additional pathology material, as well as updating on case status when requested.
• Serve as the functional lead for the Pathology Consultation Coordination team, providing day-to-day guidance and support to consultation coordinators while remaining actively engaged in operational work.
• As the first point of escalation for consult-related questions, issues, or exceptions; perform initial problem resolution and escalate to the Manager, Pathology Support Services as appropriate.
• Track adherence to standardized consult workflows, protocols, and best practices; promote consistency and accuracy across all consultation activities.
• Maintain and update training materials, reference guides, and standard operating procedures to ensure knowledge continuity and reduce variability in performance.
• Support process improvement initiatives, including co-leading projects, testing workflow changes, and assisting with implementation of new tools, systems, or procedures.
• Provide onboarding and training support for new consultation coordinators, including hands-on training and shadowing.
• Monitor and maintain the quality and completeness of consult logs, trackers, and related documentation; identify trends, gaps, or risks and communicate findings to Manager.
• Support workload distribution and coverage planning to maintain timely turnaround times and operational continuity during periods of growth, absence, or transition, as well as identifying workload imbalances.
• Monitor consult volume, turnaround times, and error trends; proactively flag concerns and opportunities for improvement to the Manager.
• Support team engagement and cohesion by modeling best practices, professionalism, and a high standard of customer service.

Requirements

• A high school diploma or GED required.
• 2-5 years related work experience required in administration and transcription, preferably with a healthcare or anatomical pathology background.
• The outcome of work impacts patient care, operations of work unit and department.
• Responsible for specific, defined results directly related to own job responsibilities.
• Wide-range knowledge of medical terminology; the ability to type and to proof medical documents.
• Attention to detail, procedures, and physicians’ preferences.
• Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.