Clinic Coordinator I

Dana-Farber Cancer Institute; Newton (MA); On-site; USD 46,000 - 54,000; Full time

Job summary

Dana-Farber Cancer Institute in Massachusetts seeks an experienced scheduling and patient service professional to coordinate complex oncology appointments, manage check-in/out, and safeguard PHI. You will support a multi-disciplinary team, provide outstanding service, de-escalate issues, and collaborate across departments while ensuring regulatory compliance and system usability.

This role emphasizes adaptability, rapid learning, and contributing to quality improvement in a fast-paced healthcare

Qualifications

• 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.

Responsibilities

• Accurately schedules complex appointment sets across disciplines for oncology patients.
• Monitors scheduling reports to ensure accuracy and optimize resource utilization.
• Maintains confidentiality of Protected Health Information (PHI).
• Participates in training new team members as requested.
• Delivers outstanding customer service to internal and external customers.
• Responds promptly to needs of internal and external customers.
• De-escalates patient grievances and maintains customer service standards.
• Communicates across leadership levels and with varying audiences.
• Triages calls, checks in/out, and coordinates complex schedules.
• Works effectively as a team member and across functional teams.
• Fosters a sense of shared responsibility among the team.
• Recognizes emergencies and responds using SOPs.
• Ensures compliance with policies and Joint Commission accreditation readiness.
• Maintains competency in Epic, RTLS, and Outlook; participates in system upgrades.

Skills

Verbal and written communication

Computers and technology

Excellent customer service

Team player

Organizational skills

Problem solving

Flexibility

Adaptability

Education

High school diploma

Bachelor's degree preferred

Tools

Epic

RTLS

Outlook

Job description

Primary Duties and Responsibilities

Appointment Scheduling

• Accurately schedules complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
• Monitors scheduling reports to ensure accuracy in patient scheduling and to ensure optimization of resource utilization
• Maintains confidentiality of Protected Health Information (PHI)
• Possesses strategic thinking skills, the ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.
• Participates in training new team members as requested

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

Communication and Collaboration

• Demonstrates ability to effectively communicate across leadership levels and with varying audiences
• Synthesizes and communicates complex information in patient friendly terms
• Obtains detailed scheduling information face-to-face, by telephone, or electronically while performing check-in and check-out functions – i.e. triaging phone calls, double identifying patients, printing appropriate paperwork, coordinating complex schedules; acquiring and entering verbal orders
• Works effectively as a member of the team and across functional teams
• Fosters a sense of shared responsibility among the team

Emergency Response

• Recognizes emergencies and appropriately responds using standard operating procedures

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

Knowledge, Skills and Abilities

• 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

Minimum Job Qualifications

High school diploma, bachelor’s degree preferred. Experience working in a customer service setting preferred. Proficiency in technology and complex computer systems required.

Supervisory Responsibilities

None

Patient Contact

Yes, this position entails patient contact and communication. Methods of contact are in person, via telephone, written letter or email. Age population served will depend upon clinical area assigned, (i.e. Pediatric or Adult clinic). This position may or may not include provision of wheelchair escort services.

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).

$45,500.00 - $54,400.00