Lead Clinic Coordinator (Mon-Fri 8am-4:30pm)

Clinic Coordinator

Reporting to the Practice Director, 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 Responsibilities

Clinic Coordinator I:

Reporting to the Practice Manager and working under the guidance of the Lead Clinic Coordinator, this mission critical position is responsible for the following:

• 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
• HIPAA 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

Clinic Coordinator II:

• In addition to the responsibilities of the Clinic Coordinator I, the Clinic Coordinator II has additional duties outlined below:
• Monitoring the scheduling mailbox
• Participate in New Hire Orientation
• Scheduling and coordinating floor-based service lines
• In the absence of the Lead, assumes daily report needs, communicates with Nursing Leadership and monitors of infusion schedules
• Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues

Lead Clinic Coordinator:

• In addition to the responsibilities of the Clinic Coordinator I and II, the Lead has additional duties outlined below:
• Leadership:
• Role model and resource to the Clinic Coordinator team
• Motivates and drives effective performance of the team
• Possesses knowledge of multiple disease specific programs
• Working in coordination with the Practice Manager and Project managers, serves as leader/champion in the roll-out of initiatives and projects
• Establishes and develops strong working relationship with Nurse Director and Charge Nurses
• Participates in interviewing prospective candidates
• Contributes input on annual performance evaluation for Clinic Coordinators
• Ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.
• Communicates team concerns, performance issues, and trends, to the Practice Manager
• Maintains strong lines of communication with the Practice Manager
• Understands and aligns with Practice Manager goals and Institute-wide goals and initiatives
• Appointment Scheduling:
• Functions as a content expert in scheduling
• Maintains high level of expertise in Infusion scheduling working closely with Charge RNs and Nurse Director to maximize utilization of resources
• Responsible for scheduling mailbox management including monitoring and assignment to team members
• Monitors floor-based reports, scheduling reports and lab work queue
• Provides guidance, instruction, and direction to team members and notifies Practice Manager of performance issues
• First point of contact for questions and issues identified by disease based, back-office staff, i.e. Clinical Service Coordinators, New Patient Coordinators, Protocol Schedulers, etc.
• Troubleshoots scheduling errors and offers feedback to disease based, back-office staff
• Emergency Response:
• Provides administrative support during Adult Medical Responses
• Actively participates in system downtime
• Administrative:
• Assists in the development and maintenance of comprehensive training curriculum for Clinic Coordinators
• Creates and maintains administrative tip-sheets and tools, for floor-wide use
• Manages office supply par levels and orders supplies in accordance with budget guidelines
• Manages cleanliness of environment including: waiting room, check-in desks and check-out desks
• Maintains and organizes all administrative closets, drawers and cabinets
• Assists with new hire interviewing and onboarding
• Maintains list of VIP/Patient watch lists; serves as point of contact for operationalizing requests and communication of upcoming appointments to floor leadership
• Enters Infusion Nurses' master schedule templates into Epic at the direction of Nursing
• First point of contact for patient wait time issues and coordinates service recovery as needed
• Patient Experience:
• Real time collaboration with Lead Clinical Assistant on clinic flow, communication and resolution of bottlenecks
• Model superior, respectful, verbal and non-verbal communication with internal and external customers and patients
• Works with CA lead to manage patient wait-time issues and communications, escalating to Practice Manager and Nursing Leadership when necessary
• Provides and reports out on service recovery
• Offers support to Clinic Coordinators in challenging customer service and Provider issues
• Information Technology:
• Assists in managing downtime operations; provides downtime guidance to Clinic Coordinators and provides timely notification and updates to Practice Manger
• Troubleshoots issues with clinical devices/systems/software
• Assists in managing Real Time Locating System (RTLS) including: troubleshooting; serving as first point of contact for systems related issues; and assisting in communication with Providers and nursing on status
• Manages the inventory, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads

Minimum Job Qualifications

Clinic Coordinator I and II:

Bachelor's degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.