This position is responsible for efficient operations in the patient care environment andall aspects of patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians, and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, advanced practice providers, massage therapists, acupuncturists, dieticians and various program instructors, the individual in this position will play a critical role in facilitating all aspects of patient care.

Indirect patient care activities include those that support clinic operations such as ordering and stocking clinical supplies and patient education materials, transporting patients, turning over treatment rooms and monitoring the environment of care. Responsibilities also include scheduling, confirming appointments, patient interaction (telephone and in-person), administrative practice support, and special projects. Essential duties include administrative support and coordination for provider; scheduling appointments; following guidelines that support safe clinical practice, patient comfort, continuity of care for complex visits; a high standard of timely communication and rescheduling as necessary; and coordination of clinical visit related reports, documentation, requisitions, and other materials. Managing direct communications with patients and family members is critical to this role; they provide the first greeting and welcome for patients arriving for appointments and represent the customer service orientation of our practice.

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.

This position's work location is onsite, full-time on campus in Boston, MA.

Establishes rapport with patient and families from a variety of cultural, ethnic, and religious backgrounds

• Communicates patient and family difficulties and concerns to appropriate staff.
• Maintains patient safety, privacy, confidentiality and follows guidelines under HIPAA.
• Involves Interpreter Services as necessary.

Delivers direct patient care

• Greets patients and families promptly in a welcoming and courteous manner.
• Follows DFCI policy when greeting patients by verbally confirming patients' two identifiers.
• Responds promptly and courteously to requests for assistance by patients, families, visitors, and staff. Provides clear and accurate information.

Administrative Support of Practice

• Under the direction of the clinical practice support management team, provides appointment scheduling ranging in complexity from one provider 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, including payment collection.
• Obtains detailed clinical information face-to-face, by telephone or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
• Performs independent patient and call triaging and assists in directing patient flow.
• Serves as a liaison between patient/family/provider.
• Resolves issues directly or ensures appropriate management of issue by others.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• 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.
• May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.
• Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
• Requires clinical, operational, and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.
• Participates in clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.
• May be responsible for mini-registrations, insurance verification and clinical intake for new patients.
• Prepares disease specific reports as needed.
• May prepare complex documents, processes disability forms, prescription plan refill processing or other patient care forms.
• May review protocol documents and generate scheduling templates for all protocols and necessary revisions for protocol amendments.
• Monitors the lobby and waiting areas for neatness and cleanliness and ensures that appropriate assistance is given to the patients and family members.
• Reconcile daily payments; places cash, checks, and receipts in designated secure location; prepares cash and checks for deposit.
• May run clinic reports such as bump lists, financial reconciliations, past pending, missing charges, next day appt lists, other work lists.
• Responsible for patient appointment reminder call and management of waitlist.
• May be responsible for group program registration and check in.
• May assist with aspects of patient financial assistance program.

Performs activities related to efficient clinic operations and patient flow

• Transports patients and completes the transporter competency on orientation, medical records, specimens, blood components, equipment and supplies in accordance with Institute policy.
• Manages room assignments to maintain patient flow.
• Assures that all clinical areas have an adequate stock of medical supplies, equipment, and patient education materials. Obtains and orders supplies and equipment when needed.
• Ensures that supplies are fully stocked throughout the day, and
• Monitors for safety, cleanliness, and expiration dates daily.
• Ensures equipment is in proper working order.
• Cleans and maintains medical equipment per Dana-Farber Cancer Institute Policy and Procedure.
• Notifies appropriate personnel of equipment, supplies, or patient care areas that require cleaning or repairs.
• Utilizes appropriate reports to identify patients that require Infection Control precautions and take appropriate steps. Informs providers and staff of such patients by monitoring patient assignments.
• Locks all work rooms, medical supplies, and medications in according to DFCI policy.
• Maintains a working knowledge of current computer system used in clinical area and how to access the help desk for work tickets.
• Understands and utilizes DFCI/Partners telephone/pager systems including text paging staff.

A bachelor's degree in a related field, along with related health care and/or customer service experience is preferred. A knowledge of medical terminology and CPR/BLS Certification preferred.

KNOWLEDGE, SKILLS, AND ABILITIES 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 carry out complex scheduling as required.
• Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

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 equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse 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.