Reporting to the Operations Director, the Practice Coordinator Lead oversees daily administrative and scheduling operations to support efficient patient access, quality service, and smooth clinic workflow. This role serves as a key resource for front-end practice functions, including patient check-in and check-out, provider scheduling, ancillary coordination, referral and authorization support, and medical record-related processes. The Lead monitors patient flow, clinic utilization, and daily operational tasks to help ensure adherence to scheduling guidelines, standard operating procedures, and compliance requirements. Working closely with clinical and operational leadership, the Practice Coordinator Lead supports process improvement initiatives, reporting needs, and the implementation of best practices across the practice. This position also provides advanced support for complex and specialty scheduling, including surgical scheduling as needed, and serves as a subject matter expert on systems and workflows. In addition, the role assists with staff training, mentoring, recruitment, performance support, and coverage coordination to maintain continuity of operations.
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. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
- Coordinate scheduling and phone coverage, triage calls and answering service messages, respond to urgent situations according to established procedures, and maintain an organized, patient-centered environment. Support efficient patient flow by directing patients and families, monitoring waiting areas, and helping staff where coverage is needed.
- Manage patient registration and check-in processes by verifying and entering patient information, , preparing charts and records, notifying providers of patient arrival, and communicating patient needs to the clinical team. Refer patients to financial counseling resources when appropriate.
- Coordinate patient check-out and follow-up scheduling. Arrange return visits and ancillary services such as lab, imaging, radiation oncology, and other related appointments. Obtain same-day referrals and insurance authorizations as needed and ensure required clinical documentation is sent to collaborating departments and providers.
- Monitor adherence to scheduling guidelines and prevent overbooking. Organize rescheduling activities as needed and partner with clinical leadership, including the CNC, to support infusion and specialty scheduling workflows.
- Perform end-of-day and preparatory administrative functions by reviewing next-day schedules, preparing appointment materials, confirming record readiness, distributing daily schedules, and completing clinic reports as assigned. Ensure core operational tasks are finalized accurately and on time.
- Serve as a lead resource for quality, compliance, and process improvement. Support adherence to standard operating procedures, monitoring completion of daily operational tasks, resolving discrepancy reports, and contributing to productivity, volume, and utilization reporting. Partner with the Operations Director to develop and implement scheduling guidelines, best practices, and workflow improvements.
- Support team leadership and workforce development. Participate in recruitment, interviewing, hiring, onboarding, annual performance evaluation activities, and staff mentoring. Help design and deliver training programs, provide guidance on systems and processes, and lead staff meetings or coordinate coverage in the absence of a manager or other team members.
- Promote effective use of systems, technology, and organizational learning. Act as a subject matter expert on scheduling and related applications, assisting colleagues with system usage, and participating in new program rollouts, committees, and meetings. Maintain proficiency with evolving technologies and procedures to improve communication, efficiency, and service delivery.
Knowledge, Skills and Abilities
- Strong understanding of Microsoft Office product suite.
- Excellent customer service and verbal and written communication skills.
- Self-starter with strong team player and leadership abilities.
- Attention to detail, accountability, and a proactive enthusiastic approach.
- Knowledge of multiple disease specific programs.
Minimum Job Qualifications
- High School Diploma required, Bachelors degree preferred
- Minimum of 3-5 years of experience in a customer service or medical environment required.
- Related secretarial and scheduling experience required.
- Working knowledge of Epic required.
- Knowledge of managed care policies and medical terminology preferred.
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. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
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Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$66,100.00 - $77,100.00
