• Clinical Administrative Support Lead - Laboratory Services

    Location US-MA-Boston
    Job Posted Date 2 months ago(8/23/2019 3:28 PM)
    Job ID
    Administration Support/Customer Service
    full time
  • Overview

    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.

    This position is responsible for all aspects of patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician's assistants, technical supervisors, technical staff, program nurses and nurse practitioners and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care.


    • 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 Clinical Administrative Support Specialists as needed).
    • Obtains detailed clinical information face-to-face, by telephone or electronically.
    • May provide basic information regarding the need for insurance referral(s).
    • Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
    • Performs independent patient and outside provider call triaging and assists in directing patient flow.
    • Serves as a liaison between patient/family/provider.
    • 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. 
    • May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.
    • Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
    • Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated. 
    • Participates in clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.
    • Prepares open and close provider schedules and handles daily schedule changes.
    • Conduct slide submission as needed.
    • Performs past-pending reconciliations.
    • 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 clinical practice support team.
    • Prepares new patient report for new patient conference as needed.
    • Prepares disease specific reports as needed.
    • Prepares complex documents, processes disability forms, prescription plan refill processing or other patient care forms. 
    • May review protocol documents and generate scheduling templates for all protocols and necessary revisions for protocol amendments. 
    • Arranges clinical conferences and travel arrangements as necessary.
    • Prepares clinical conference presentations under direction of presenter as needed. 
    • Responsibilities specific to Ambulatory Practice Management:
    • Understands and uses the Picture Archiving and Communication System (PACS) and applicable image upload software and computer equipment.
    • Imports images from digital media to PACS.
    • Transmits images from the workstation to a web-based distribution system for displaying of images to be reviewed.
    • Verifies that images were pushed to exhibit, and follows up on images that go into error status.
    • Creates an upload order and reconciles demographic information in applicable systems.
    • Responsibilities Specific to Satellite Centers.
    • 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.
    • Manage all patient payment information (i.e. co-pays) and reconcile records.
    • Triage all incoming phone calls.
    • Offer financial counseling to all new patients and collaborate with main campus and local entities.
    • Evaluate high risk patients and directs the team appropriately.
    • May navigate new patients and educate them about all available services.
    • Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities are sending patients.
    • Understand and utilize IDX. 
    • Possesses a level of independence requiring knowledge of multiple disease specific programs.
    • Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects.
    • Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
    • Oversees accurate completion of designated responsibilities and processes.
    • Participates in committees, meetings and in rollouts of new clinical applications and programs.
    • Participates in the recruiting process (interviewing and hiring) of employees.
    • Participates in the annual evaluations of performance for employees.
    • Assists in the training and mentoring of staff.
    • Develops and leads training programs.
    • Assists with resource allocation and budgeting analysis.
    • Responsible for discrepancy report resolution (past pending, charge capture).
    • Handles complex scheduling and is seen as an expert on the scheduling system (aka Training Ambassador).
    • Responsible for ensuring appropriate coverage in the absence of staff or manager.
    • May be required to lead staff meetings in the absence of clinical practice support management.
    • May assist staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.



    • Bachelor's degree and/or 4-6 years equivalent experience required. Experience working in a medical or customer service setting preferred. Knowledge of medical terminology preferred.
    • Ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Excelllent computer, customer service, problem solving and organizational skills required. Strong problem solving and critical thinking skills. Demonstrated supervisory skills or project leadership experience highly desirable. Ability to identify resources within the Institute and exhibit a proactive approach to problem solving. Mastery of all relevant functions within the Patient Services job family. 

    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 groups as protected by law.


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