Fully On-Site: Hours: Monday - Friday 8:30AM - 5:00PM
Reporting to the Practice Manager, this mission critical position is responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab work. The Lab Services Coordinator (LSC) works in a busy environment with a high patient volume, managing complex tasks while balancing multiple real-time priorities, and, when appropriate, acting as the escalation point for issues presenting at main reception. The LSC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into Epic, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face or telephone interactions.
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.
Fully On-Site: Hours: Monday - Friday 8:30AM - 5:00PM
PRIMARY RESPONSIBILITIES:
Lab Services Coordinator I:
Reporting to the Practice Manager and working under the guidance of the Lab Services Lead , this mission critical position is responsible for the following:
Check-In/Administrative:
Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
Acquires, enters and links verbal lab orders from Providers
Maintains confidentiality of Protected Health Information (PHI)
Performs past-pending reconciliations
Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards
Performs front desk check-in functions: verifies patient identification; prints patient wristbands; assigns Real-Time Locating System (RTLS) badges; and asks patients screening questions. Prints and reviews appointment schedules for patients
Notifies nursing and lab staff of issues as needed
Answers telephone and provides general disease or program-specific information to callers within the scope of knowledge and authority
Reviews missing labs reports and works with staff from other departments to resolve missing labs
Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient
Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs
Imaging Services:
Creates orders and imports outside images from digital media into Epic
Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS
Troubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACS
Manages and reconciles all patient CDs from intake to upload completion. Works collaboratively with team members to ensure efficient completion of daily work queue
Mails requested CDs back to patient or discarding of CDs per departmental guidelines
Patient Experience:
Delivers outstanding customer service to internal and external customers
Timely and accurately responds to the needs of internal and external customers
Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary
Communication and Collaboration:
Demonstrates ability to…