Practice Coordinator​/Patient Representative II

Practice Coordinator/Patient Representative

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.

Responsibilities include:

• 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…