Practice Coordinator - Medical Oncology

Job Description Summary

The Practice Coordinator II reports directly to the Practice Manager. He/she will be the first point of contact in our infusion unit and is expected to exhibit professional behavior through adherence to DFCI/SSH and site-specific policies, procedures, and codes of conduct. He/she will be responsible for checking in all patients, as well as, effective and efficient scheduling of patients receiving chemotherapy, immunotherapy, and/or supportive care treatment in the medical oncology infusion unit. As majority of patients receiving care in the infusion unit are on treatment plans where time sensitivity is crucial for successful patient outcomes, understanding treatment frequencies of regimens and the importance of following treatment guidelines is vital in this role. Advanced clerical skills, decision making and the ability to multi-task and prioritize are essential. Responsibilities consist of checking in patients, scheduling multiple complex appointments for a high volume of patients in accordance with chemotherapy/immunotherapy treatment plans and scheduling guidelines, imaging, interventional radiology, concurrent chemotherapy/radiation therapy, and outside referral appointments. Patient interaction both telephone and in-person. Consistently working with the nursing team to ensure appointments are entered appropriately and accurately. Updating any scheduling changes as they may occur. Special projects as needed. Essential duties include administrative practice support and coordination for providers, nurse practitioners, oncology nurse navigators, infusion nurses, and research nurses; managing schedules for providers and nurses, ensuring safe practice by informing the Nurse Manager of high patient acuity levels so that proper staffing can be coordinated; scheduling appointments while following guidelines that promote and support a safe clinical practice, patient comfort, and continuity of care for complex visits. Managing direct communication with patients and family members and having a high standard of timely communication is critical to this role.

Job Description

ESSENTIAL FUNCTIONS

1. Administrative Support of Practice
a. Answer telephone; triage calls as necessary.
b. Retrieves messages from the answering service and triages appropriately.
c. Takes ownership of and responds to a high volume of In-basket/Patient Gateway scheduling requests in a timely manner.
d. Handles incoming requests for medical records and mails/faxes information as appropriate; works appropriately with HIS on medical requests.
e. Facilitates prescription refills for patients, as needed.
f. Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
g. Supports patient flow by appropriately directing patients and family members and managing the infusion waiting area.
h. Provides customer service to colleagues and other staff members on the use of specific systems as well as on-site processes.
i. Monitors the waiting areas for neatness and cleanliness and ensures that appropriate assistance is given to the patients and family members.
j. Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
k. Handles daily schedule changes for nursing staff.
l. May be required to perform other duties as required by the clinical practice support team.
m. Reviews “type” of patient appointment and ensures necessary lab orders are linked and any specific consents have been obtained.

2. Patient Check-In
a. Greets patients; verbally verifies name and DOB, telephone number and MRN; provide and witness signing of consent form (if necessary); arrives patient in Epic; assigns patient badge in RTLS; provides patient wristband and RTLS badge. Updates patient information in Epic appropriately.

b. Prints patient encounter form; directs patient to the appropriate waiting area

c. Confirm patient demographics (address/phone numbers etc.) and insurance information.

d. May be responsible for mini-registrations, insurance verification, and intake for new patients.

e. Refer patients to financial counselor as appropriate.

f. If insurance has changes, copy card and performs insurance eligibility check. Review patient “alerts” in Epic and reconciles ie: patient contact information, Medicare survey, psychosocial distress screening performed via ipad, etc.

g. Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc.)

3. Patient Check-Out

a. Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating appointments with other specialists, dieticians, social work, 2nd opinions, etc.

b. Under the direction of the operations management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for new and/or existing patients. 

c. Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities that are sending patients.

d. Prepares, opens and closes provider schedules and handles daily schedule changes.

e. Review “type” of patient appt and ensure necessary forms are completed: new patient

consults-print appropriate labels and refer to New Patient Coordinator.

f. May be required to perform other duties as required by the operations management team.

g. Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.

h. 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. 

i. Schedule new chemotherapy/immunotherapy appointments and procedures when necessary.

j. Coordinate care with main campus and/or local sites and facilitate appointments. Tracking referrals to ensure appointments are scheduled and patients arrive.

k. May provide basic information regarding the need for insurance referral(s).

l. Refer patients to financial counselor as needed at DFCI.

m. Manages referral workqueues in Epic

n. Participates in clinical systems training for new hires and may teach or participate in the planning.

o. Enters data into patient care related databases.

p. Performs independent patient and outside provider call triaging and assists in directing

patient flow.

q. Serves as a liaison between patient/family/provider.

r. Review patient “alerts” in Epic and reconciles ie: patient contact information, Medicare Survey etc.

s. Navigate new treatment patients, coordinate vain assessments, IR or surgical port placement, chemo teaches and educate them about all available services.

t. Resolves issues directly or ensures appropriate management of call by others.

u. Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills.

v. May be required to perform other duties as required by the Operations team.

4. End of Day Functions
a. Ensures all patient appointments have been checked out.

b. Reconcile the infusion DAR to ensure all patients that arrived in clinic have been set up for future appointments.

c. Checks that all next day appointments have labs scheduled if required and that necessary lab orders are linked for specific treatment.

d. Assists in the review of office supply levels to ensure adequate supplies at front desk. Receives shipments to the unit and places supplies and stock items in proper storage area.

Technology and Learning
a. Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

b. Embraces technological advances that allow us to communicate information effectively and efficiently based on role - for example, Voalte and RTLS.

c. Participates in clinical systems training for new hires and may teach or participate in the planning.

 

JOB REQUIREMENTS

Minimum Education

Associates degree and/or 4-6 years of equivalent experience required.

Minimum Work Experience

Experience working in a medical setting and knowledge of medical terminology required.

Required additional Knowledge and Abilities

Demonstrated ability to carry out complex scheduling as required.

Exceptional customer service, both written and verbal.

Excellent organizational, decision-making, communication, and interpersonal skills. 

Ability to multitask and work as an effective member of an interdisciplinary team. 

Ability to function in a busy work setting with patients with complex needs.

Working knowledge of Epic or other hospital/professional services electronic medical records systems.
Proficient computer skills are required and strong understanding of Microsoft Office product suite.

Ability to interact professionally with peers, leadership, and external contacts.

Ability to be organized in a fast-paced environment, prioritize, and meet urgent needs of the patients and/or clinic.
Self-starter with strong team player/building and leadership abilities.