Appointment Scheduling:

• Accurately schedules complex appointments set across disciplines for pediatric oncology patients in accordance with scheduling guidelines
• Monitoring the scheduling mailboxes and is the primary scheduler for Jimmy Fund Clinic Procedures
• Coorindates with the Boston Children's Hospital surgical schedulers
• Maintains confidentiality of Protected Health Information (PHI)
• Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Coordinator II as needed.)
• 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
• Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization
• Participate in New Hire Orientation
• Prepares open and close provider schedules and handles daily schedule changes
• In the absence of the Lead, assumes daily report needs, communicates with Nursing Leadership and monitors the infusion schedules
• Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues

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, maintain customer service standards, and involve floor leadership as necessary

• Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Administrative Support Specialists as needed).
• Obtains detailed clinical information face-to-face, by telephone or electronically

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
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority
• 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.
• Fosters a sense of shared responsibility among the team

Regulatory Compliance and Quality Improvement:

• Compliance with DFCI policies and procedures
• Understanding their role and responsibility in obtaining successful Joint Commission accreditation
• HIPPA regulation compliance
• Completion of assigned AEU and Health Stream competencies
• 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

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

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