Details

Posted: 2026-06-30

Location: CHESTNUT HILL, Massachusetts

Internal Number: JR-5671

Under the direction of the Manager and Supervisor of Imaging Support Services, this mission critical position is responsible for departmental administrative tasks, such as patient reception duties, organizing necessary materials for the patient?s imaging procedure, review of complex patient appointment sets, ordering lab work and additional tests associated with imaging procedures. The Imaging Services Coordinator (ISC) works in a busy environment with a high patient volume, managing complex tasks while balancing multiple real-time priorities, and, when appropriate, acting as the escalation point for issues presenting at main reception. The ISC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into PACS, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face and telephone interactions.

Key Responsibilities

• Check-In/Administrative: Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelines. Acquires, enters, and links lab orders from Ordering Providers. Assembles screening forms and worksheets for each imaging modality. Works with Access Management to ensure pre-authorizations have been obtained. Facilitates patient and staff flow for patients needing lab work. Maintains confidentiality of Protected Health Information (PHI). Performs past-pending reconciliations. Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards.
• Patient Experience: Delivers outstanding customer service to internal and external customers. Timely and accurately responds to the needs of internal and external customers. Ability to deescalate patient grievances, maintain customer service standards, and involve department 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. Works effectively as a member of the team and across functional teams.
• Emergency Response: Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• 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.
• Information Technology: Maintains a level of competency in all operational systems such as: Epic, RTLS, Outlook, and Sunquest.
• Image Library Responsibilities (Chestnut Hill ISC only): Creates orders and imports outside images from digital media into Enterprise Picture Archiving and Communication System PACS.

Knowledge, Skills, and Abilities Required

• Excellent verbal and written communication skills
• Excellent customer service skills and ability to perform under pressure
• Ability to multi-task and function as an integral member of the team
• Strong organizational, problem solving and critical thinking skills

Minimum Job Qualifications

• High school diploma required. Bachelor?s degree preferred.
• No experience required. Prior customer service experience preferred.