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Clinic Coordinator

Company: Dana-Farber Cancer Institute
Location: Newton
Posted on: June 9, 2021

Job Description:

Overview

Reporting to the Practice Manager, this mission critical position is responsible for administrative tasks that occur on a clinic floor including; scheduling appointments in accordance with the scheduling guidelines; liaising among patients/families/providers/leadership; utilizing institutional and technical knowledge to properly triage patient and provider requests. Enjoys working in a busy clinic setting, offering exemplary customer service, and managing complex high-volume scheduling tasks while balancing multiple real- time priorities.

Responsibilities

Clinic Coordinator I:

Reporting to the Practice Manager and working under the guidance of the Lead Clinic Coordinator, this mission critical position is responsible for the following:

Appointment Scheduling:

  • Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
  • Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization
  • Maintains confidentiality of Protected Health Information (PHI)
  • Possesses strategic thinking skills, the ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.
  • Participates in training new team members as requested

Patient Experience:

  • Delivers outstanding customer service to internal and external customers
  • Timely, accurately and curiously responds to the needs of internal and external customers
  • Ability to deescalate patient grievances, maintain customer service standards, and involve floor 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
  • Obtains detailed scheduling information face-to-face, by telephone, or electronically while performing check-in and check-out functions - i.e. triaging phone calls, double identifying patients, printing appropriate paperwork, coordinating complex schedules; acquiring and entering verbal orders
  • 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

Regulatory Compliance and Quality Improvement:

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
  • Executes registration related processes including: Partners Patient Gateway Enrollment, MASS HiWay, Medicare Secondary Patient Questionnaire (MSPQ), Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST), and Release of Patient Information.

Actively participates and provides constructive feedback on quality improvement projects

Information Technology:

  • Maintains a level of competency in all systems including: Epic, Real Time Locating System (RTLS), Outlook
  • Actively engaged in system upgrades and effected operational changes
  • Distribution, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads

Qualifications

MINIMUM JOB QUALIFICATIONS:

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.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • 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 ever-changing environment

PATIENT CONTACT:

Yes, this position entails patient contact and communication. Methods of contact are in person, via telephone, written letter or email. Age population served will depend upon clinical area assigned, (i.e. 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 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.

Keywords: Dana-Farber Cancer Institute, Newton , Clinic Coordinator, Other , Newton, Massachusetts

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