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Clinic Coordinator II - Jimmy Fund Clinic

Dana-Farber Cancer Institute

Job Description

Clinic Coordinator II - Jimmy Fund Clinic

Job ID:

31510

Location:

450 Brookline Ave, Boston, MA 02215

Category:

Administration Support/Customer Service

Employment Type:

Full time

Work Location:

PTL Remote: 2-3 days remote/wk

Overview

Reporting to the Scheduling Supervisor in Pediatrics working closely with Pediatric Practice Director and Pediatric Procedure Nurses, this mission critical position is responsible for administrative tasks that occur in the Jimmy Fund Clinic including. This role supports all Procedure Scheduling in the Jimmy Fund Clinic in addition to providing cross coverage for other disease centers. This role works closey with the surgical schedulers at Boston Children's Hospital. This includes 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. This role enjoys working in a busy clinic setting, offering exemplary customer service, and managing complex high-volume scheduling tasks while balancing multiple real- time priorities. This position requires the ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Exceptional computer, customer service and problem-solving skills required. Demonstrated ability to carry out complex scheduling as required. Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

Responsibilities

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

Qualifications

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

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