Practice Coordinator II

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life-changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases.

About the role

The Practice Coordinator II provides superior customer service to all patients, family members, physicians, and staff. This includes check-in and check-out services, updating patient information, answering non-clinical patient questions, and assisting patients with navigation within the Cancer Center, in accordance with DFCI Customer Service Standards. The role also involves assisting with the registration of new patients, including the collection of demographic and insurance information, and performing advanced duties and system routines.

Responsibilities

• Perform front desk check-in and check-out functions, including complex appointment scheduling for new and existing patients.
• Obtain detailed clinical information face-to-face, by telephone, or electronically.
• Provide basic information regarding the need for insurance referrals.
• Perform independent patient and outside provider call triaging; assist in directing patient flow.
• Serve as a liaison between patients, families, and providers.
• Confirm and update patient demographics and insurance information.
• Review and reconcile patient alerts (e.g., contact information, Medicare surveys).
• Handle complex scheduling for patients arriving from main campus, other centers, or outside entities, coordinating appointments with specialists, dieticians, and other providers.
• Ensure completion of prior authorizations for radiology testing and outside ancillary services.
• Manage incoming referrals, including appointment setting and coordination of medical records.
• Navigate new patients and educate them about available services.
• Utilize DFCI systems and local hospital systems (e.g., Meditech).
• Resolve issues directly or escalate calls to appropriate personnel.
• Recognize emergencies and respond using standard operating procedures and critical thinking skills.
• Provide general administrative support, including filing, document preparation, data entry, and telephone support.
• Refer patients to financial counselors as needed.
• Update insurance information and ensure eligibility checks are performed.
• Retrieve and triage voicemails; follow up accordingly.
• Handle requests for records, including mailing or faxing information as appropriate.
• Ensure correct special billing and revenue processes function properly in patient scheduling systems.
• Participate in clinical systems training for new hires; may teach or assist in planning.
• Prepare, open, and close provider schedules; handle daily schedule changes.
• Conduct slide submission as needed.
• Enter data into patient care-related databases.
• Perform mini-registrations, insurance verification, and clinical intake for new patients.
• Complete annual registration updates if necessary.
• Prepare complex documents, process disability forms, prescription plan refills, and other patient care forms.
• Assist in reviewing office supply par levels to ensure adequate front desk supplies.
• Receive and stock shipments for the unit.
• Review patient appointment types and ensure necessary forms (e.g., Health Care Proxy, Distress Tool) are completed.
• Coordinate care with the main campus and facilitate appointments; track referrals and generate reports.

Requirements

• Associate’s degree; 3 years of equivalent experience may substitute for a degree. Bachelor’s degree preferred.
• 3 years of experience working in a medical or customer service setting.
• A degree may substitute for experience.
• Knowledge of medical terminology required.
• Basic knowledge of insurance plans, including those that DFCI participates in and high-risk insurances.
• Ability to multi-task and function as an integral member of the team.
• Excellent verbal and written communication skills.
• Strong computer, customer service, and problem-solving skills.
• Demonstrated ability to carry out complex scheduling and draft reports or correspondence related to patient scheduling.

Skills

• Proficiency in DFCI systems and local hospital systems (e.g., Meditech).
• Understanding of insurance plans and high-risk insurances.
• Ability to multi-task and work effectively as part of a team.
• Excellent verbal, written, and customer service skills.
• Strong problem-solving and critical thinking abilities.
• Experience with complex scheduling and administrative tasks.

Pay

$49,000.00 - $61,800.00