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The Practice Coordinator/Patient Representative provides superior customer service to all patients, family members, physicians, and staff. The Practice Coordinator/Patient Representative (PC/PR) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI) and is critical to a patient’s experience and their entry into the DFCI system.

The Practice Coordinator/Patient Representative will provide check-in and check-out services, update patient information, answer non-clinical patient questions, and assist patients with finding their way within the Cancer Center, in accordance with the DFCI Customer Service Standards. The PC/PR may also assist with registration of new patients including the collection of demographic information and insurance information.

Practice Coordinator/Patient Representative will work as a team to problem-solve, provide call center and administrative support, and collaborate with the goal of providing an excellent patient experience. The PC/PR simultaneously works with various disciplines and serves as the primary triage point for connecting patients with the most appropriate group to meet their needs. As a liaison for incoming calls, PC/PRs provide superior customer service to patients, caregivers, clinicians, and staff across multiple disciplines.

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.

+ Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects, as required.

+ Assists in the training and mentoring of staff, acting as primary trainer for new hires.

+ Assists in developing and maintaining training materials and other resources.

+ Provides support for more and/or more complex clinical areas.

+ Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.

+ Prepares, opens, and closes provider schedules and handles daily schedule changes.

+ Conducts slide submission as needed.

+ Enters data into patient care related databases.

+ 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.

+ Reviews “type” of patient apt and ensure necessary forms are completed: new patient consults-print appropriate labels and refer to New Patient Coordinator.

+ Reviews prepared lists for patients needing a Health Care Proxy or Illness Impact Questionnaire to be completed. Assists those patients in completion of forms. Answers non-clinical questions about the Health Proxy or refer any detailed.

+ Coordinates care with main campus and facilitate appointments. Tracks referrals and generate reports to evaluate with entities are sending patients.

+ Serves as the first point of contact and liaison for patient/family/provider

+ Provides administrative support and coordination for all aspects of patient care for patients, including supporting incoming telephone calls.

+ Triages issues and answer general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for care team.

+ Provides general institute, disease, or program-specific information to patients/callers within the scope of knowledge and authority.

+ Collaborates with satellite team to ensure seamless coverage and task management in times of both full and partial staffing levels.

+ Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.

+ 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.

+ Confirms patient’s demographics (address/phone numbers etc.) and insurance information. If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check.

+ Reviews patient “alerts” in Epic and reconcile i.e.: patient contact information, Medicare Survey etc.

+ Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours.

+ Manages all incoming referrals; provides appointment setting and coordination of medical records.

+ May navigate new patients and educate them about all available services.

+ Resolves issues directly or ensure appropriate management of call by others.

+ Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills.

+ Refers patients to financial counselor as needed at DFCI.

+ Manages In-Basket messages, takes ownership, and respond appropriately to all messages.

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

+ Reconciles reports and ensure records obtained.

+ Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.

+ Coordinate shared care with main campus and facilitate appointments.

+ May be responsible for mini-registrations, demographic and insurance verification for new and existing patients.

+ 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.

+ Other duties as assigned.

+ Associates degree required; 1 year of equivalent experience may substitute for degree. Bachelor’s degree preferred.

+ 2 years of administrative and/or customer service experience required.

+ Experience working in a medical setting required. Knowledge of medical terminology required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

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

+ 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 draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

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)

$23.75/hr - $26.82/hr

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 equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse 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.

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