Job Title

The Front Desk Clinic Coordinator reports to the Scheduling Supervisor in pediatrics and is responsible for timely completion and accuracy of assigned daily tasks. These functions include, but are not limited to, staffing the Jimmy Fund Clinic Front desk, liaising among patients/families/providers/leadership; utilizing institutional and technical knowledge to properly triage patient and provider requests, collecting demographic and insurance information, and insurance eligibility and benefit verification at the Dana-Farber Cancer Institute and its partnering facilities, as applicable. 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. PRIMARY DUTIES AND RESPONSIBILITIES: Reporting to the Scheduling Supervisor and working under the guidance of the Lead Clinic Coordinators, this mission critical position is responsible for the following: Front Desk Operations: u00b7 Performs front desk check in and check out functions. u00b7 Daily EPIC use, providing bracelet, itinerary, and RTLS badge assignments. u00b7 Effectively communicating with patients and families and working with interpreter services as necessary. u00b7 Triaging issues as they arise and opening IT tickets as needed. u00b7 Daily end of day printing (Alpha lists, staff daily, ONN Snapboard) from Epic. u00b7 Cleaning and collecting RTLS badges. u00b7 Uploading Urgent Consents to appropriate concord fax inbox and ensuring urgent consents are in the medical records bin for collection u00b7 Coordinating with the scheduling teams for any scheduling related questions that arise or updated itinerary distribution. u00b7 Maintaining consult room assignments and utilization. u00b7 Daily administrative tasks (filing, supply inventory, etc.). u00b7 Managing the parking passes and coordinating excel worksheets. u00b7 Maintaining an organized and clean front desk area, following guidelines for food & drink. u00b7 Serving as possible weekend backup coverage as needed Emergency Response: u00b7 Recognizes emergencies and appropriately responds using standard operating procedures Patient Registration/Insurance: u00b7 Collects and accurately documents patient demographic, financial, and other relevant personal information into the hospital information system. u00b7 Updates insurance information into EPIC u00b7 Escalates patients with insurance, prior authorization or other billing concerns as needed for Financial Counselor intervention. u00b7 Confirms, updates patient demographic, financial, and other relevant personal information into the hospital information system. u00b7 Updates changes to patient insurance and/or demographic information as needed u00b7 Documents daily activities in a timely, thorough, and accurate manner into the hospital information system u00b7 Completes assigned work queues, projects, and other duties as directed Patient Experience: u00b7 Delivers outstanding customer service to internal and external customers u00b7 Timely, accurately and curiously responds to the needs of internal and external customers u00b7 Ability to deescalate patient grievances, and maintain customer service standards, and involve floor leadership as necessary u00b7 Obtains detailed clinical information face-to-face, by telephone or electronically. u00b7 Serving as a resource for patient and families and answering wayfinding questions for lost families. u00b7 Making copies of hand outs, lunch menus, etc and completing lunch orders for families. Regulatory Compliance and Quality Improvement: u00b7 Compliance with DFCI policies and procedures u00b7 Understanding their role and responsibility in obtaining successful Joint Commission accreditation u00b7 HIPPA regulation compliance u00b7 Completion of assigned AEU and Health Stream competencies u00b7 Executes registration related processes including: Partners Patient Gateway Enrollment, MASS HiWay, Medicare Secondary Patient Questionnaire (MSPQ), Massachusetts Medical Orders for Life-Sustaining Treatment (MOLST), and Release of Patient Information. u00b7 Actively participates and provides constructive feedback on quality improvement projects Information Technology: u00b7 Maintains a level of competency in all systems including: Epic, Real Time Locating System (RTLS), Outlook u00b7 Actively engaged in system upgrades and effected operational changes u00b7 Distribution, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads. u00b7 Opening help desk tickets as needed and navigating IT issues with the support of the Scheduling Leads and others. MINIMUM JOB QUALIFICATIONS: Bacheloru2019s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: u00b7 Excellent verbal and written communication skills u00b7 Working knowledge of computers and technology u00b7 Excellent customer service u00b7 Ability to function as an integral member of the team u00b7 Strong organizational skills with the ability to multi-task u00b7 Strong problem solving and critical thinking skills u00b7 Demonstrated flexibility and ability to take on additional responsibilities as situations require u00b7 Ability to adapt to ever-changing environment 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. EEO Poster . 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 candidateu2019s relevant experience, skills and qualifications. For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA). $36,500.00 - $45,700.00