Imaging Services Coordinator

3 weeks ago

Boston, United States Dana-Farber Cancer Institute Full time

**Job ID**:
39836

**Location**:
450 Brookline Ave, Boston, MA 02215

**Category**:
Imaging

**Employment Type**:
Full time

**Work Location**:
**Onsite**: 100% onsite

Overview

Under the direction of the Manager and Supervisor of Imaging Support Services, this mission critical position is responsible for departmental administrative tasks, such as patient reception duties, organizing necessary materials for the patient’s imaging procedure, review of complex patient appointment sets, ordering lab work and additional tests associated with imaging procedures. The Imaging Services Coordinator (ISC) 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 ISC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into PACS, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face and 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.

**Responsibilities**:
Reporting to the Imaging Support Services Manager/Supervisor, this position is responsible for the following:
**Check-In/Administrative**:
Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelines
Acquires, enters, and links lab orders from Ordering Providers
Assembles screening forms and worksheets for each imaging modality
Works with Access Management to ensure pre-authorizations have been obtained
Facilitates patient and staff flow for patients needing lab work
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 provides general imaging 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

**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 Compliance and Quality Improvement**:
Compliance with DFCI policies and procedures
Understanding their role and responsibility in obtaining successful Joint Commission accreditation
HIPPA regulation compliance
Completion of assigned AEU and Health Stream competencies
Actively participates and provides constructive feedback on quality improvement projects

**Information Technology**:
Maintains a level of competency in all operational systems such as: Epic, RTLS, Outlook, and Sunquest
Actively engaged in system upgrades and effected operational changes
**Manages supply of RTLS badges including**: assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges
Actively participates in system(s) downtime and confidently moves seamlessly between normal operations an

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