Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.This position is responsible for all aspects of patient scheduling in accordance with the Social Work Division scheduling guidelines. Provides superior customer service to all patients, family members, clinicians and staff at all times in accordance with the DFCI Customer Service Standards.
Under the direction of the administrator of Social Work, provides appointment scheduling ranging in complexity in accordance with division scheduling guidelines for new and/or existing patients.
Obtains detailed clinical information face-to-face, by telephone or electronically.
Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
Performs independent patient and outside provider call triaging and assists in directing patient flow.
Serves as a liaison between patient/family/clinician.
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 social work divison.
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.
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.
Prepares open and close provider schedules and handles daily schedule changes.
Performs past-pending reconciliations.
Enters data into patient care related databases.
May be responsible for mini-registrations, insurance verification and clinical intake for new patients.
May be required to perform other duties as required by the social work division.
Prepares reports and audits as needed.
Prepares complex documents.
Manage all incoming referrals; provide appointment setting.
Triage all incoming phone calls.
Evaluate high risk patients and directs the team appropriately.
May navigate new patients and educate them about all available services.
Understand and utilize Epic.
Possesses a level of independence requiring knowledge of multiple disease and population specific programs.
Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects.
Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
Oversees accurate completion of designated responsibilities and processes.
Participates in committees, meetings and in rollouts of new clinical applications and programs.
Participates in the recruiting process (interviewing and hiring) of employees.
Assists in the training and mentoring of staff.
Develops and leads training programs.
Responsible for discrepancy report resolution (past pending, charge capture).
Handles complex scheduling and is seen as an expert on the scheduling system (aka Training Ambassador).
Responsible for ensuring appropriate coverage in the absence of staff or manager.
May assist staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.
Bachelor's degree and/or 4-6 years equivalent experience required. Experience working in a medical or customer service setting preferred. Knowledge of medical terminology preferred.
Ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Excelllent computer, customer service, problem solving and organizational skills required. Strong problem solving and critical thinking skills. Demonstrated supervisory skills or project leadership experience highly desirable. Ability to identify resources within the Institute and exhibit a proactive approach to problem solving. Mastery of all relevant functions within the Patient Services job family.
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 groups as protected by law.
Dana-Farber Cancer Institute