Lead Imaging Services Coordinator

Imaging Services Coordinator Lead

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.

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

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

Leadership

• Role model and resource to ISC team
• Motivates and drives effective performance of the team
• Working in coordination with the Manager/Supervisor and serves as leader/champion in the roll-out of initiatives and projects
• Establishes and develops strong working relationship with Modality Managers, Supervisors and Charge Nurse
• Contributes input on annual performance evaluation for ISC team
• Communicates team concerns, performance issues, and trends, to the Manager/Supervisor
• Conducts and transcribes minutes for monthly staff meeting in the absence of the Manger/Supervisor
• Maintains strong lines of communication with the Manager/Supervisor
• Understands and aligns with Manager/Supervisor goals and Institute-wide goals and initiatives

Appointment Scheduling

• Monitors scheduling reports and lab work queue
• Troubleshoots scheduling errors and offers feedback to technical staff Coordinators, Established Patient Schedulers, New Patient Coordinators, Protocol Schedulers, etc.

Emergency Response

• Provides administrative support during Adult Medical Responses

Administrative

• Assists in the development and comprehensive training curriculum and maintenance of training manual for ISC team
• Creates administrative tip-sheets and tools, for department-wide use
• Manages office supply par levels and orders supplies in accordance with budget guidelines
• Manages cleanliness of environment including: waiting room, check-in areas and waiting room
• Maintains and organizes all administrative closets, drawers and cabinets
• Assists with new hire interviewing and onboarding

Patient Experience

• Real time collaboration with Modality Manager/Supervisor and Charge Nurse on department flow, communication and resolution of bottlenecks
• Model superior, respectful, verbal and non-verbal communication with internal and external customers and patients
• Works with Tech of the day and Charge Nurse to manage patient wait-time issues and communications, escalating to Modality Manager/Supervisor when necessary
• First point of contact for patient wait time issues and coordinates service recovery as needed
• Offers support to ISC team in challenging customer service issues

Information Technology

• In the absence of the Modality Manager/Supervisor, takes the Lead in managing downtime operations; provides downtime guidance to ISC team and provides timely notification and updates to Leadership.
• Troubleshoots issues with clinical devices/systems/software
• Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements
• Oversees accurate completion of designated responsibilities and processes

Knowledge, Skills and Abilities

• 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
• Ability to adapt to ever-changing environment and able to toggle between multiple systems during the day
• Demonstrated flexibility and ability to take on additional responsibilities as situations require

Minimum Job Qualifications

• High school diploma required. Bachelor's degree preferred.
• At least 2 years of Imaging experience at Dana-Farber or relevant healthcare administration experience required, including but not limited to coordinating patient care, troubleshooting workflow issues, and collaborating with all teams involved in the patient experience to improve processes.
• Demonstrated leadership skills required and desire to work toward a management position.

License/Certification/Registration Required: None

Supervisory Responsibilities: None

Patient Contact: Yes, this position entails patient contact and communication. Methods of contact are in person and via telephone. This position includes provision of wheelchair escort services.

Special Working Conditions:

Fast-paced, clinical environment with multiple visual and auditory distractions. 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 committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate 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.