• Zakim Practice Coordinator II

    Location US-MA-Boston
    Job Posted Date 1 month ago(9/10/2019 10:24 AM)
    Job ID
    Administration Support/Customer Service
    full time
  • Overview

    This position is responsible for efficient operations in the patient care environment and 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 massage therapists, acupuncturists, nurse practitioners, dieticians and various program instructors, the individual in this position will play a critical role in facilitating all aspects of patient care.


    Indirect patient care activities include those that support clinic operations such as ordering and stocking clinical supplies and patient education materials, transporting patients, turning over treatment rooms and monitoring the environment of care. Responsibilities also include scheduling, confirming appointments, patient interaction (telephone and in-person), administrative practice support, and special projects. Essential duties include administrative support and coordination for provider; scheduling appointments; following guidelines that support safe clinical practice, patient comfort, continuity of care for complex visits; a high standard of timely communication and rescheduling as necessary; and coordination of clinical visit related reports, documentation, requisitions, and other materials. Managing direct communications with patients and family members is critical to this role; he/she provides the first greeting and welcome for patients arriving for appointments and represents the customer service orientation of our practice.



    Establishes rapport with patient and families from a variety of cultural, ethnic and religious backgrounds.

    • Communicates patient and family difficulties and concerns to appropriate staff.
    • Maintains patient safety, privacy, confidentiality and follows guidelines under HIPAA.
    • Involves interpreter services as necessary.


    Delivers direct patient care.

    • Greets patients and families promptly in a welcoming and courteous manner. 
    • Follows DFCI policy when greeting patients by verbally confirming patients’ two identifiers.
    • Responds promptly and courteously to requests for assistance by patients, families, visitors and staff.  Provides clear and accurate information.



    Administrative Support of Practice:

    • Under the direction of the clinical practice support management team, provides appointment scheduling ranging in complexity from one provider 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, including payment collection
    • 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 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.
    • 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.
    • 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.
    • Prepares new patient report for new patient conference as needed.
    • Prepares disease specific reports as needed.
    • May 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.
    • Monitors the lobby and waiting areas for neatness and cleanliness and ensures that appropriate assistance is given to the patients and family members.
    • Reconcile daily payments; places cash, checks, and receipts in designated secure location; prepares cash and checks for deposit.
    • May run clinic reports such as bump lists, financial reconciliations, past pending, missing charges, next day appt lists, other work lists
    • Responsible for patient Appointment reminder call and management of waitlist
    • Responsible for group program registration and check in
    • May assist with aspects of patient financial assistance program


    Performs activities related to efficient clinic operations and patient flow.

    • Transports patients and completes the transporter competency on orientation, medical records, specimens, blood components, equipment and supplies in accordance with Institute policy.
    • Manages room assignments in order to maintain patient flow.
    • Assures that all clinical areas have an adequate stock of medical supplies, equipment, and patient education materials. Obtains and orders supplies and equipment when needed. 
    • Assures that supplies are adequate, and equipment is in proper working order. Monitors for safety, cleanliness and expiration dates on a daily basis. Ensures supplies are fully stocked throughout the day.
    • Cleans and maintains medical equipment per Dana-Farber Cancer Institute Policy and Procedure. Notifies appropriate personnel of equipment, supplies, or patient care areas that require cleaning or repairs.
    • Utilizes appropriate reports to identify patients that require Infection Control precautions and take appropriate steps. Informs providers and staff of such patients by monitoring patient assignments.
    • Locks all work rooms, medical supplies and medications in according to DFCI policy.
    • Maintains a working knowledge of current computer system used in clinical area and how to access the help desk for work tickets.
    • Understands and utilizes DFCI/Partners telephone/pager systems including text paging staff.
    • Answers phones when coverage is necessary and triages as appropriate.
    • Directs patients to appropriate waiting areas, treatment rooms, and other patient care areas.


    Bachelor’s degree required.  Experience working in a medical or customer service setting preferred.  Knowledge of medical terminology and CPR/BLS Certification preferred.




    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.




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