Job Information
Dana-Farber Cancer Institute Clinic Coordinator in Boston, Massachusetts
This position is partially remote Sunday through Thursday and the days/hours are listed below.
Monday-Thursday: 7:30am-4pm
Sun: 7:30am-4pm
The Clinic Coordinator I supports all scheduling in the Jimmy Fund Clinic in addition to providing cross coverage for other disease centers. This includes 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. This role enjoys working in a busy clinic setting, offering exemplary customer service, and managing complex high-volume scheduling tasks while balancing multiple real- time priorities.
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.
Reporting to the Scheduling Supervisor/Manager in Pediatrics and working under the guidance of the Lead Clinic Coordinator. The Clinic Coordinator I role is a mission critical position is responsible for administrative tasks that occur in the Jimmy Fund Clinic including.
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.
Appointment Scheduling:
Accurately schedules complex appointments set across disciplines for pediatric oncology patients in accordance with scheduling guidelines
Coordinates with the Boston Children's Hospital surgical schedulers
Maintains confidentiality of Protected Health Information (PHI)
Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Coordinator II as needed.)
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
Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization
Participate in New Hire Orientation
Prepares open and close provider schedules and handles daily schedule changes
In the absence of the Lead, assumes daily report needs, communicates with Nursing Leadership and monitors the infusion schedules
Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues
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
Obtains detailed clinical information face-to-face, by telephone or electronically
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
May provide general administrative support and coordination for all aspects of patient care for both new and/or established patients, including filing, document preparation, data entry, telephone support, etc.
Fosters a sense of shared responsibility among the team
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
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 up
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.
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.
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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