Practice Coordinator II

danafarber; Boston (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston seeks a Patient Service Coordinator to provide superior front desk and scheduling support for patients, families, physicians and staff. You will handle check-in/out, collect demographics and insurance information, and coordinate appointments across providers.

You will use IDX and Meditech, triage calls, refer to financial counseling as needed, and ensure accurate data entry while delivering compassionate service in a fast-paced cancer center.

Qualifications

• Demonstrated customer service and computer skills in a Windows environment.
• Ability to multitask and function as a team member.
• Excellent verbal and written communication skills.
• Strong PC skills and problem-solving ability.
• Experience drafting reports or administrative documents as needed.

Responsibilities

• Provide appointment scheduling for new and existing patients across physicians and providers.
• Perform front desk check-in and check-out and collect demographic and insurance information.
• Answer non-clinical patient questions and assist patients with navigation within the Cancer Center.
• Coordinate referrals and communicate with financial counselors.
• Triage calls and direct patient flow; liaise between patient, family and providers.
• Ensure data accuracy in IDX/Meditech and other hospital systems.
• Handle general administrative tasks such as filing, data entry and document preparation.

Skills

Customer service

Multitasking

Verbal communication

Written communication

Problem solving

Education

Associate degree

Tools

IDX system

Meditech

Job description

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.

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 clinical practice support 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 (may defer complicated scheduling to Practice Coordinator II as needed)

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 IDX and reconcile 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 2nd opinion physicians, specialists, dieticians, etc.

Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services

Manage all incoming referrals; provide appointment setting and coordination of medical records

May navigate new patients and educate them about all available services

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

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 clinical practice support 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

Requires basic knowledge of insurance plans which constantly change; knowledge of insurances that SEMC/DFCI are participants; and high risk insurances

Takes phones off of forwarding to the answering service; retrieves messages from the answering service and triages accordingly

Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc.)

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• All positions in the job family will require excellent customer service and computer skills with proficiency in a Windows environment required
• 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 draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed

MINIMUM JOB QUALIFICATIONS:

• The position requires an associate's degree or 0-2 years of work experience.
• Experience in a medical or customer service setting is preferred, along with knowledge of medical terminology.

SUPERVISIVE RESPONSIBILITIES:

None

PATIENT CONTACT:

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, f