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

Reporting to the Practice Director, this mission‑critical position coordinates administrative tasks on the clinic floor, including scheduling appointments, liaising among patients, families, providers and leadership, and triaging requests. Primary Responsibilities Clinic Coordinator I Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines. Monitors scheduling reports to ensure accuracy and optimize resource utilization. Maintains confidentiality of Protected Health Information (PHI). Participates in training new team members as requested. Patient Experience Delivers outstanding customer service to internal and external customers. Responds promptly, accurately, and courteously to their needs. De‑escalates patient grievances and maintains service standards, involving floor leadership as necessary. Communication and Collaboration Communicates effectively across leadership levels and with varying audiences. Synthesizes and conveys 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. Works effectively as part of the team and across functional teams, fostering shared responsibility. Emergency Response Recognizes emergencies and responds using standard operating procedures. Regulatory Compliance and Quality Improvement Complies with DFCI policies and procedures. Supports Joint Commission accreditation efforts. Maintains HIPAA compliance. Completes assigned AEU and HealthStream 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. Participates in and provides feedback on quality improvement projects. Information Technology Maintains competency in systems including Epic, Real Time Locating System (RTLS), and Outlook. Engages in system upgrades and operational changes. Manages distribution, maintenance, compliance, and technical troubleshooting of patient‑use iPads. Clinic Coordinator II Monitors the scheduling mailbox. Participates in new hire orientation. Schedules and coordinates floor‑based service lines. Assumes daily reporting responsibilities, communicates with nursing leadership, and monitors infusion schedules. Demonstrates critical thinking to resolve complex customer service and scheduling issues. Lead Clinic Coordinator Serves as role model and resource for the Clinic Coordinator team. Motivates and drives effective team performance. Has knowledge of multiple disease‑specific programs. Leads rollout of initiatives and projects in coordination with Practice Manager and project managers. Builds strong relationships with Nursing Director and Charge Nurses. Participates in interviewing prospective candidates and contributes to annual performance evaluations. Communicates team concerns, performance issues, and trends to the Practice Manager. Maintains strong communication lines with the Practice Manager and aligns with Institute‑wide goals. Functions as content expert in scheduling and maintains high level of expertise in infusion scheduling with nursing staff. Manages scheduling mailbox, monitors reports, and provides guidance to team members. Addresses scheduling errors and offers feedback to disease‑based back‑office staff. Provides administrative support during Adult Medical Responses and during system downtime. Assists with development and maintenance of training curriculum, tip‑sheets, and tools for floor‑wide use. Manages office supply par levels and orders supplies per budget guidelines; maintains cleanliness of waiting room, check‑in, and check‑out areas. Maintains administrative closets, drawers, and cabinets. Coordinates patient wait‑time issues and communicates with leadership when necessary. Reports on service recovery and supports Clinic Coordinators with challenging customer service and provider issues. Assists in managing downtime operations, troubleshooting clinical devices and systems, and coordinating RTLS support. Minimum Job Qualifications Clinic Coordinator I – Bachelor’s degree preferred; experience in a customer service setting preferred; proficiency in technology and complex computer systems required. Clinic Coordinator II – Bachelor’s degree preferred; at least 1‑year experience as a Clinic Coordinator I at Dana‑Farber. Lead Clinic Coordinator – Qualifications of Clinic Coordinator II plus desire to work toward a management position. Knowledge, Skills, and Abilities Required 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 ability to multi‑task. Strong problem‑solving and critical‑thinking skills. Flexibility and ability to take on additional responsibilities as situations require. Adaptability to an ever‑changing environment. Patient Contact Yes; this position involves direct patient contact and communication by in‑person, telephone, written letter, or email. The patient population may vary by assigned clinical area, such as pediatric or adult clinic. Working Conditions Requires operation of a computer, keyboard, and standard office equipment, with occasional standing, sitting, walking, handling objects, and reaching. Ability to perform essential job functions with or without accommodations for individuals with disabilities.

DISCLAIMER

Information here indicates general nature and level of work performed. Requirements may change to accommodate qualified individuals with disabilities. This document does not create an employment contract; employment is at‑will. Equal Opportunity Employer 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. Pay Transparency Statement Salary range: $57,500.00 – $65,000.00 #J-18808-Ljbffr Dana-Farber Cancer Institute