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.

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.

Primary Duties and Responsibilities:

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

Knowledge, Skills and Abilities:

• 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

Minimum Job Qualifications:

High school diploma, bachelor’s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.

License/Certification/Registration Required:

Supervisory Responsibilities:

None

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.