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Laboratory Administrative Coordinator
2 months ago
Reporting to the Practice Manager, this essential role encompasses a variety of administrative responsibilities within the department, including the assessment of intricate patient appointment schedules and related laboratory tasks.
The Lab Services Coordinator (LSC) operates in a dynamic setting characterized by a high volume of patients, effectively managing complex responsibilities while prioritizing multiple tasks in real-time. This position also serves as the escalation point for any issues that may arise at the main reception.
The LSC represents the Dana-Farber Cancer Institute's commitment to patient experience, efficiently overseeing the patient check-in process, uploading external imaging into the Epic system, and ensuring exceptional customer service while addressing and triaging concerns during both in-person and telephone interactions.
Located in Boston and its surrounding areas, Dana-Farber Cancer Institute unites distinguished clinicians, innovative researchers, and dedicated professionals, all working collaboratively to combat cancer, HIV/AIDS, and related illnesses.
By combining highly skilled individuals with cutting-edge technology in a supportive environment, we deliver compassionate and comprehensive care to patients of all ages, advance treatment through research, educate future physician-researchers, reach out to underserved communities, and collaborate with esteemed partners, including other hospitals affiliated with Harvard Medical School.
This position requires on-site, full-time work.
Work Schedule:
Monday - Friday, 6:00 AM - 2:30 PM
Key Responsibilities:
- Check-In and Administrative Duties: Verify complex appointment schedules for oncology patients in accordance with established guidelines.
- Acquire, input, and link verbal lab orders from healthcare providers while maintaining confidentiality of Protected Health Information (PHI).
- Provide outstanding customer service to patients, family members, physicians, and staff in alignment with Dana-Farber's Customer Service Standards.
- Perform front desk check-in tasks, including verifying patient identification, printing wristbands, assigning Real-Time Locating System (RTLS) badges, and conducting patient screening.
- Print and review patient appointment schedules, notifying nursing and lab staff of any issues as necessary.
- Respond to telephone inquiries, providing general disease or program-specific information within the scope of knowledge.
- Review missing lab reports and collaborate with other departments to resolve discrepancies.
- Work directly with providers to reconcile orders, preventing delays for patients.
- Assist wheelchair patients or arrange for escorts and wheelchairs as needed.
Imaging Services:
Create orders and import external images from digital media into the Epic system. Utilize Picture Archiving and Communication System (PACS) and relevant software to manage image uploads, troubleshoot issues, and collaborate with the Imaging Department as necessary.
Patient Experience:
Deliver exceptional customer service to both internal and external stakeholders, responding promptly and accurately to their needs. Demonstrate the ability to de-escalate patient grievances while maintaining high customer service standards.
Communication and Collaboration:
Effectively communicate across various leadership levels and with diverse audiences, synthesizing complex information into patient-friendly terms. Work collaboratively as part of a team and across functional areas, fostering a sense of shared responsibility.
Emergency Response:
Recognize emergencies and respond appropriately, utilizing standard operating procedures and critical thinking skills.
Regulatory Compliance and Quality Improvement:
Adhere to Dana-Farber policies and procedures, understanding the role in achieving successful Joint Commission accreditation and HIPAA compliance. Actively participate in quality improvement initiatives.
Information Technology:
Maintain proficiency in operational systems, including Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity, and LifeIMAGE. Engage in system upgrades and operational changes, managing the supply of RTLS badges and participating in system downtime procedures.
Qualifications:
A bachelor's degree is preferred, along with prior customer service experience.
Required Knowledge, Skills, and Abilities:
Excellent verbal and written communication skills, strong customer service abilities, and the capacity to perform under pressure. Ability to multitask and function effectively as part of a team, with strong organizational, problem-solving, and critical thinking skills. Adaptability to a constantly changing environment and the ability to manage multiple systems throughout the day.
At Dana-Farber Cancer Institute, we strive to create an innovative, caring, and inclusive environment where every patient, family member, and staff member feels valued. We are dedicated to diversifying our workforce and believe that cancer knows no boundaries, just as our commitment to hiring the most dedicated and diverse professionals does.
Dana-Farber Cancer Institute is an equal opportunity employer, affirming 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 characteristics protected by law.
