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

Overview

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.

Clinic Coordinator II:
Bachelor’s degree preferred. At least 1-year experience as a Clinic Coordinator I at Dana-Farber.
Lead Clinic Coordinator:
In addition to job qualifications outlined for Clinic Coordinator II; 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 the ability to multi-task
•Strong problem solving and critical thinking skills
•Demonstrated flexibility and ability to take on additional responsibilities as situations require
•Ability to adapt to ever-changing environment

PATIENT CONTACT:
Yes, this position entails patient contact and communication. Methods of contact are in person, via telephone, written letter or email. Age population served will depend upon clinical area assigned, (i.e. Pediatric or Adult clinic). This position may or may not include provision of wheelchair escort services.

WORKING CONDITIONS:
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.

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.

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.

Clinic Coordinator II:

Bachelor’s degree preferred. At least 1-year experience as a Clinic Coordinator I at Dana-Farber.

Lead Clinic Coordinator:

In addition to job qualifications outlined for Clinic Coordinator II; 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 the ability to multi-task
• Strong problem solving and critical thinking skills
• Demonstrated flexibility and ability to take on additional responsibilities as situations require
• Ability to adapt to ever-changing environment

PATIENT CONTACT:

Yes, this position entails patient contact and communication. Methods of contact are in person, via telephone, written letter or email. Age population served will depend upon clinical area assigned, (i.e. Pediatric or Adult clinic). This position may or may not include provision of wheelchair escort services.

WORKING CONDITIONS:

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.

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Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$57,500.00 - $65,000.00