Practice Coordinator

Overview

The Practice Coordinator II provides superior customer service to all patients, family members, physicians and staff, including check-in and check-out services, updating patient information, answering non-clinical patient questions, and assisting patients with finding their way within the Cancer Center, in accordance with the DFCI Customer Service Standards. The practice coordinator may also assist with registration of new patients including the collection of demographic information and insurance information. Performs specific and more advanced duties and system routines

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.

• Under the direction of the operations management team, provides appointment scheduling ranging in complexity from one physician 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
• Obtains detailed clinical information face-to-face, by telephone or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Performs independent patient and outside provider call triaging and assists in directing patient flow.
• Serves as a liaison between patient/family/provider.
• Confirm patient’s demographics (address/phone numbers etc) and insurance information.
• Review patient “alerts” in Epic and reconciles ie: patient contact information, Medicare Survey etc.
• Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating appointments with other specialists, dieticians, social work, 2nd opinions, etc.
• Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours.
• Manage all incoming referrals; provide appointment setting and coordination of medical records.
• May navigate new patients and educate them about all available services.
• 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 Operations team.
• 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.
• Refer patients to financial counselor as needed at DFCI.
• If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check.
• Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc)
• Manages In Basket messages, takes ownership and responds appropriately to all messages.
• Manages referral workqueues in Epic
• Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
• Participates in clinical systems training for new hires and may teach or participate in the planning.
• Prepares, opens and closes provider schedules and handles daily schedule changes.
• Conduct slide submission as needed.
• 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 operations management team.
• Assists in the review of office supply par levels to ensure adequate supplies at front desk.
• Receives shipments to the unit and places supplies and stock items in proper storage area.
• Review “type” of patient apt and ensure necessary forms are completed: new patient consults-print appropriate labels and refer to New Patient Coordinator.
• Review prepared lists for patients needing a Health Care Proxy or Illness Impact Questionnaire to be completed. Assist those patients in completion of forms. Be prepared to answer non-clinical questions about the Health Proxy or refer any detailed.
• Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities are sending patients.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Understand and utilize DFCI systems as well as the local Hospital’s systems i.e. Meditech

• Requires basic knowledge of insurance plans which constantly change; knowledge of insurances that HFH/LGH are participants; and high risk insurances

• 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.

MINIMUM JOB QUALIFICATIONS:

• Associates degree; 3 years of equivalent experience may substitute for a degree. Bachelor’s degree preferred

• 3 years of experience working in a medical or customer service setting

• A degree may substitute for experience

• Knowledge of medical terminology required.

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.

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 candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).