Practice Coordinator II

Dana-Farber Cancer Institute; Attleboro (MA); On-site; USD 47,800 - 71,700; Full time

Job summary

Dana-Farber Cancer Institute in Attleboro is hiring three Practice Coordinator II roles starting in June, July, and August. As a Practice Coordinator II, you'll deliver exceptional customer service to patients and assist with scheduling appointments, ensuring thorough patient navigation through our Cancer Center.

The ideal candidate possesses an associate's degree or equivalent experience, a strong understanding of medical terminology, and 3 years of experience in a medical or customer service setting. Key responsibilities include managing patient information and acting as a liaison between patients, families, and providers.

Qualifications

• 3 years of experience in a medical or customer service setting.
• Knowledge of medical terminology required.
• Ability to carry out complex scheduling.

Responsibilities

• Provide appointment scheduling for patients.
• Perform front desk check-in and check-out functions.
• Manage incoming referrals and ensure appointment coordination.
• Assist in navigation of new patients within the Cancer Center.
• Conduct patient data entry and manage records.

Skills

Excellent verbal and written communication skills

Excellent computer skills

Customer service skills

Problem-solving skills

Multi-tasking abilities

Education

Associate's degree or 3 years of equivalent experience

Bachelor's degree preferred

Tools

DFCI systems

Meditech systems

Job description

Attleboro location will fill three Practice Coordinator II roles with start dates in June, July, and August.

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 DFCI Customer Service Standards. The coordinator may also assist with registration of new patients, including the collection of demographic and insurance information, and performs specific and advanced duties and system routines.

Responsibilities

• Under the direction of the operations management team, provide 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.
• Perform front desk check‑in and check‑out functions.
• Obtain detailed clinical information face‑to‑face, by telephone or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Perform independent patient and outside provider call triaging and assist in directing patient flow.
• Serve as a liaison between patient/family/provider.
• Confirm patient demographics (address, phone numbers, etc.) and insurance information.
• Review patient alerts in Epic and reconcile patient contact information, Medicare survey, etc.
• Responsible for complex scheduling activities for patients arriving from main campus, other centers or other outside entities and coordinate appointments with other specialists, dietitians, social work, 2nd opinions, etc.
• Ensure the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested the same day or within 24 hours.
• Manage all incoming referrals; provide appointment setting and coordination of medical records.
• Navigate new patients and educate them about all available services.
• Resolve issues directly or ensure appropriate management of calls by others.
• Recognize emergencies and respond using standard operating procedures and critical thinking skills.
• May be required to perform other duties as required by the Operations team.
• 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.
• Handle incoming requests for records and mail/fax information as appropriate; fax notifications to HIS as necessary (patient name changes, etc.).
• Manage In Basket messages, take ownership and respond appropriately to all messages.
• Manage referral workqueues in Epic.
• Carry out specific processes in the patient scheduling system so that correct special billing and revenue processes function properly.
• Participate in clinical systems training for new hires and may teach or participate in planning.
• Prepare, open and close provider schedules and handle daily schedule changes.
• Conduct slide submission as needed.
• Enter 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.
• Assist in the review of office supply par levels to ensure adequate supplies at front desk.
• Receive shipments to the unit and place supplies and stock items in proper storage area.
• Review type of patient appointment and ensure necessary forms are completed: new patient consult, 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 them in completion of forms, and be prepared to answer non‑clinical questions about the Health Proxy or refer any detailed questions.
• Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities that are sending patients.

Knowledge, Skills, and Abilities Required

• Understand and utilize DFCI systems as well as the local hospital’s systems (Meditech).
• Have 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.
• Excellent computer, customer service and problem‑solving skills.
• 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

• Associate’s 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.

Pay transparency: The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and the candidate’s relevant experience, skills, and qualifications. For union positions, the pay range is determined by the Collective Bargaining Agreement. $47,800.00 - $71,700.00

EEO Statement

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.