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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. Performs specific and more advanced duties and system routines

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

• Under the direction of the operations 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

• 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 Epic and reconciles 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 appointments with other specialists, dieticians, social work, 2nd opinions, etc.

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

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

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

• 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 Operations 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.

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

• Manages In Basket messages, takes ownership and responds appropriately to all messages.

• Manages referral workqueues in Epic

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

• Participates in clinical systems training for new hires and may teach or participate in the planning.

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

• Conduct slide submission as needed.

• Enters 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.

• 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.

• Review “type” of patient apt and ensure necessary forms are completed: new patient consults-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 those patients in completion of forms. Be prepared to answer non-clinical questions about the Health Proxy or refer any detailed.

• Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities are sending patients.

• Associates degree; 3 years of equivalent experience may substitute for degree. Bachelor’s degree preferred Minimum

• 3 year experience working in a medical or customer service setting

• Degree may substitute for experience

• Knowledge of medical terminology required.

Knowledge, Skills, and Abilities

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

• Requires 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 required.

• Excellent computer, customer service and problem solving skills required.

• 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.

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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