Lead Clinic Coordinator

Job Details

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Job ID:
31373

Location:
300 Boylston St., Newton, MA 02467

Category:
Operations

Employment Type:
Full time

Work Location:
Onsite:Up to 1 day remote/wk

Overview

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.

Responsibilities

PRIMARY 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, and 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

Clinic Coordinator II:

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

  • Monitoring the scheduling mailbox
  • Participate in New Hire Orientation
  • Scheduling and coordinating floor-based service lines
  • In the absence of the Lead, assumes daily report needs, communicates with Nursing Leadership and monitors of infusion schedules
  • Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues

Lead Clinic Coordinator:

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

 

Leadership:

  • Role model and resource to the Clinic Coordinator team
  • Motivates and drives effective performance of the team
  • Possesses knowledge of multiple disease specific programs
  • Working in coordination with the Practice Manager and Project managers, serves as leader/champion in the roll-out of initiatives and projects
  • Establishes and develops strong working relationship with Nurse Director and Charge Nurses
  • Participates in interviewing prospective candidates
  • Contributes input on annual performance evaluation for Clinic Coordinators
  • Ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.
  • Communicates team concerns, performance issues, and trends, to the Practice Manager
  • Maintains strong lines of communication with the Practice Manager
  • Understands and aligns with Practice Manager goals and Institute-wide goals and initiatives

 

Appointment Scheduling:

  • Functions as a content expert in scheduling
  • Maintains high level of expertise in Infusion scheduling working closely with Charge RNs and Nurse Director to maximize utilization of resources
  • Responsible for scheduling mailbox management including monitoring and assignment to team members
  • Monitors floor-based reports, scheduling reports and lab work queue
  • Provides guidance, instruction, and direction to team members and notifies Practice Manager of performance issues
  • First point of contact for questions and issues identified by disease based, back-office staff, i.e. Clinical Service Coordinators, New Patient Coordinators, Protocol Schedulers, etc.
  • Troubleshoots scheduling errors and offers feedback to disease based, back-office staff

 

Emergency Response:

  • Provides administrative support during Adult Medical Responses
  • Actively participates in system downtime

 

Administrative:

  • Assists in the development and maintenance of comprehensive training curriculum for Clinic Coordinators
  • Creates and maintains administrative tip-sheets and tools, for floor-wide use
  • Manages office supply par levels and orders supplies in accordance with budget guidelines
  • Manages cleanliness of environment including: waiting room, check-in desks and check-out desks
  • Maintains and organizes all administrative closets, drawers and cabinets
  • Assists with new hire interviewing and onboarding
  • Maintains list of VIP/Patient watch lists; serves as point of contact for operationalizing requests and communication of upcoming appointments to floor leadership
  • Enters Infusion Nurses’ master schedule templates into Epic at the direction of Nursing
  • First point of contact for patient wait time issues and coordinates service recovery as needed

 

Patient Experience:

  • Real time collaboration with 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
  • Works with CA lead to manage patient wait-time issues and communications, escalating to Practice Manager and Nursing Leadership when necessary
  • Provides and reports out on service recovery
  • Offers support to Clinic Coordinators in challenging customer service and Provider issues

 

Information Technology:

  • Assists in managing downtime operations; provides downtime guidance to Clinic Coordinators and provides timely notification and updates to Practice Manger
  • Troubleshoots issues with clinical devices/systems/softwareAssists in managing Real Time Locating System (RTLS) including: troubleshooting; serving as first point of contact for systems related issues; and assisting in communication with Providers and nursing on statusManages the inventory, 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.

Clinic Coordinator II:

Bachelor’s degree preferred. At least 1-year experience as a Clinic Coordinator I at Dana-Farber.

Lead Clinic Coordinator:

In addition to job qualifications outlined for Clinic Coordinator II; desire to work toward a management position.

 

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.

 

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

 

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

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 equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

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