Provides superior customer service to all patients, family members, physicians and staff, including check-in and check-out services, updating patient information, answering non-clinical patient questions, and assisting patients with finding their way within the Cancer Center, in accordance with the DFCI Customer Service Standards. The practice coordinator may also assist with registration of new patients including the collection of demographic information and insurance information.
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.
- Under the direction of the clinical practice support 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
- Performs front desk check-in and check-out functions (may defer complicated scheduling to Practice Coordinator II as needed)
- Obtains detailed clinical information face-to-face, by telephone or electronically
- May provide basic information regarding the need for insurance referral(s)
- Performs independent patient and outside provider call triaging and assists in directing patient flow
- Serves as a liaison between patient/family/provider
- Confirm patient’s demographics (address/phone numbers etc) and insurance information
- Review patient “alerts” in IDX and reconcile ie: patient contact information, Medicare Survey etc.
- Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating 2nd opinion physicians, specialists, dieticians, etc.
- Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services
- Manage all incoming referrals; provide appointment setting and coordination of medical records
- May navigate new patients and educate them about all available services
- Understand and utilize DFCI systems as well as the local Hospital’s systems i.e. Meditech
- Resolves issues directly or ensures appropriate management of call by others
- Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills
- May be required to perform other duties as required by the clinical practice support team
- 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.
- Refer patients to financial counselor as needed at DFCI
- If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check
- Requires basic knowledge of insurance plans which constantly change; knowledge of insurances that SEMC/DFCI are participants; and high risk insurances
- Takes phones off of forwarding to the answering service; retrieves messages from the answering service and triages accordingly
- Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc.)
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- All positions in the job family will require excellent customer service and computer skills with proficiency in a Windows environment required
- Ability to multi-task and function as an integral member of the team
- Excellent verbal and written communication skills required
- Excellent computer, customer service and problem-solving skills required
- Demonstrated ability to draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed
MINIMUM JOB QUALIFICATIONS:
The position requires an associate’s degree or 0-2 years of work experience. Experience in a medical or customer service setting is preferred, along with knowledge of medical terminology.
SUPERVISORY RESPONSIBILITIES: None
PATIENT CONTACT:
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.
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).
$57,200.00 - $64,700.00