Jimmy Fund Clinic - Front Desk Coordinator

Overview

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:

• Performs front desk check in and check out functions.

• Daily EPIC use, providing bracelet, itinerary, and RTLS badge assignments.

• Effectively communicating with patients and families and working with interpreter services as necessary.

• Triaging issues as they arise and opening IT tickets as needed.

• Daily end of day printing (Alpha lists, staff daily, ONN Snapboard ) from Epic.

• Cleaning and collecting RTLS badges.

• Uploading Urgent Consents to appropriate concord fax inbox and ensuring urgent consents are in the medical records bin for collection

• Coordinating with the scheduling teams for any scheduling related questions that arise or updated itinerary distribution.

• Maintaining consult room assignments and utilization.

• Daily administrative tasks (filing, supply inventory, etc.).

• Managing the parking passes and coordinating excel worksheets.

• Maintaining an organized and clean front desk area, following guidelines for food & drink.

• Serving as possible weekend backup coverage as needed

Emergency Response:

• Recognizes emergencies and appropriately responds using standard operating procedures

Patient Registration/Insurance

• Collects and accurately documents patient demographic, financial, and other relevant personal information into the hospital information system.

• Updates insurance information into EPIC

• E scalates patients with insurance, prior authorization or other billing concerns as needed for Financial Counselor intervention.

• Confirms, updates patient demographic, financial, and other relevant personal information into the hospital information system.

• Updates changes to patient insurance and/or demographic information as needed

• Documents daily activities in a timely, thorough, and accurate manner into the hospital information system

• Completes assigned work queues, projects, and other duties as directed

Patient Experience:

• Delivers outstanding customer service to internal and external customers

• Timely, accurately and curiously responds to the needs of internal and external customers

• Ability to deescalate patient grievances, and maintain customer service standards, and involve floor leadership as necessary

• Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Administrative Support Specialists as needed).

• Obtains detailed clinical information face-to-face, by telephone or electronically.

• Serving as a resource for patient and families and answering wayfinding questions for lost families.

• Making copies of hand outs, lunch menus, etc and completing lunch orders for families.

Regulatory Compliance and Quality Improvement:

• Compliance with DFCI policies and procedures

• Understanding their role and responsibility in obtaining successful Joint Commission accreditation

• HIPPA regulation compliance

• Completion of assigned AEU and Health Stream competencies

• 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.

• Actively participates and provides constructive feedback on quality improvement projects

Information Technology:

• Maintains a level of competency in all systems including: Epic, Real Time Locating System (RTLS), Outlook

• Actively engaged in system upgrades and effected operational changes

• Distribution, maintenance, after-use cleaning, and technical troubleshooting issues of patient-use iPads.

• Opening help desk tickets as needed and navigating IT issues with the support of the Scheduling Leads and others.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM JOB QUALIFICATIONS:

Bachelor’s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Excellent verbal and written communication skills

• Working knowledge of computers and technology

• Excellent customer service

• Ability to function as an integral member of the team

• Strong organizational skills with the ability to multi-task

• Strong problem solving and critical thinking skills

• Demonstrated flexibility and ability to take on additional responsibilities as situations require

• Ability to adapt to ever-changing environment

PATIENT CONTACT:

Yes, pediatric.

WORKING CONDITIONS:

Standard office 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.

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).