Reporting to the Scheduling Supervisor, this mission critical position is responsible for administrative tasks that occur in the Jimmy Fund Clinic 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. This position requires the ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Exceptional computer, customer service and problem-solving skills required. Demonstrated ability to carry out complex scheduling as required. Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Clinic Coordinator I:

Reporting to the JFC Scheduling Manager and Supervisor, 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 pediatric oncology patients in accordance with scheduling guidelines
• Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization
• Monitoring the scheduling mailboxes
• Schedules complex procedures
• 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
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority
• 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 I:

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 (pediatrics) contact and communication.  Methods of contact are in person, via telephone, written letter or email.  

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.

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.

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.

EEOC Poster

Keywords:

clinic coordinator, patient scheduling, customer service, healthcare administration, pediatric oncology, appointment management, communication skills, regulatory compliance, problem solving, team collaboration