Administrative Lab Services Coordinator

Fully On-Site. Monday - Friday, 6:00AM - 2:30PM

Reporting to the Practice Manager, this mission critical position is responsible for departmental administrative tasks and the review of complex patient appointment sets and associated lab work. The Lab Services Coordinator (LSC) works in a busy environment with a high patient volume, managing complex tasks while balancing multiple real-time priorities, and, when appropriate, acting as the escalation point for issues presenting at main reception.

The LSC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into Epic, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face or telephone interactions.

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.

• Check-In/Administrative: Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines. Acquires, enters and links verbal lab orders from Providers. Maintains confidentiality of Protected Health Information (PHI). Performs past‑pending reconciliations. Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards. Performs front desk check‑in functions verifies patient identification;
  
  prints patient wristbands; assigns Real‑Time Locating System (RTLS) badges; and asks patients screening questions. Prints and reviews appointment schedules for patients. Notifies nursing and lab staff of issues as needed. Answers telephone and provide general disease or program‑specific information to callers within the scope of knowledge and authority. Reviews missing labs reports and works with staff from other departments to resolve missing labs.
  
  Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient. Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs.
• Imaging Services: Creates orders and imports outside images from digital media into Epic. Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS. Troubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACS. Manages and reconciles all patient CDs from intake to upload completion.
  
  Works collaboratively with team members to ensure efficient completion of daily work queue. Mails requested CDs back to patient or discarding of CDs per departmental guidelines.
• Patient
  
  Experience:
  
  Delivers outstanding customer service to internal and external customers. Timely and accurately responds to the needs of internal and external customers. Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary.
• Communication and
  
  Collaboration:
  
  Demonstrates ability to effectively communicate across leadership levels and with varying audiences. Synthesizes and communicates complex information in patient friendly terms. Works effectively as a member of the team and across functional teams. Fosters a sense of shared responsibility among the team.
• Emergency Response: Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Regulatory…