Administrative Lab Services Coordinator Lead

Fully On-Site: Hours: Monday - Friday 8:30AM - 5:00PMReporting 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. Fully On-Site: Hours: Monday - Friday 8:30AM - 5:00PMPRIMARY RESPONSIBILITIES: Lab Services Coordinator I:Reporting to the Practice Manager and working under the guidance of the Lab Services Lead, this mission critical position is responsible for the following: Check-In/Administrative:Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelinesAcquires, enters and links verbal lab orders from ProvidersMaintains confidentiality of Protected Health Information (PHI)Performs past-pending reconciliationsProvides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service StandardsPerforms 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 patientsNotifies nursing and lab staff of issues as neededAnswers telephone and provides general disease or program-specific information to callers within the scope of knowledge and authorityReviews missing labs reports and works with staff from other departments to resolve missing labsIdentifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patientTransports wheelchair patients or arranges for patient Escorts and/or wheelchairsImaging Services:Creates orders and imports outside images from digital media into EpicUnderstands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACSTroubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACSManages and reconciles all patient CDs from intake to upload completion. Works collaboratively with team members to ensure efficient completion of daily work queueMails requested CDs back to patient or discarding of CDs per departmental guidelinesPatient Experience:Delivers outstanding customer service to internal and external customersTimely and accurately responds to the needs of internal and external customersAbility to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessaryCommunication and Collaboration:Demonstrates ability to effectively communicate across leadership levels and with varying audiencesSynthesizes and communicates complex information in patient friendly termsWorks effectively as a member of the team and across functional teamsFosters a sense of shared responsibility among the teamEmergency Response:Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skillsRegulatory Compliance and Quality Improvement:Compliance with DFCI policies and proceduresUnderstanding their role and responsibility in obtaining successful Joint Commission accreditation HIPPA regulation complianceCompletion of assigned AEU and Health Stream competenciesActively participates and provides constructive feedback on quality improvement projectsInformation Technology:Maintains a level of competency in all operational systems including: Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity and LifeIMAGEActively engaged in system upgrades and effected operational changes Manages supply of RTLS badges including: assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badgesActively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime proceduresLab Services Coordinator II:In addition to the responsibilities of the LSC I, the LSC II has additional duties outlined below:Manage and respond to incoming overbooking requests in accordance to departmental guidelinesMonitors multiple scheduling reports to ensure accuracy in patient scheduling and optimization of resource utilizationParticipates in training new team members as requestedIn the absence of the Lead, assumes daily report needs, communicates with Charge Nurse and Lead Phlebotomist and monitors Provider schedulesDemonstrates critical thinking skills and ability to resolve complex customer service and scheduling issuesEnters data into patient-care related databasesLab Services Coordinator Lead:In addition to the responsibilities of the LSC I and II, the LSC Lead has additional duties outlined below:Leadership:Role model and resource to LSC teamMotivates and drives effective performance of the teamMaintains a proactive approach to problem solvingWorking in coordination with the Practice Manager and serves as leader/champion in the roll-out of initiatives and projectsEstablishes and develops strong working relationship with Clinical Nurse Director and Charge NurseContributes input on annual performance evaluation for LSC teamCommunicates team concerns, performance issues, and trends, to the Practice ManagerConducts and transcribes minutes for monthly staff meeting in the absence of the Practice MangerMaintains strong lines of communication with the Practice ManagerUnderstands and aligns with Practice Manager goals and Institute-wide goals and initiativesAppointment Scheduling:Functions as a content expert in scheduling appointment typesResponsible for scheduling mailbox management including monitoring and assignment to team membersMonitors floor-based reports, scheduling reports and lab work queueTroubleshoots scheduling errors and offers feedback to disease-based back-office staff, i.e. Clinic Coordinators, Established Patient Schedulers, New Patient Coordinators, Protocol Schedulers, etc.Emergency Response:Provides administrative support during Adult Medical ResponsesAdministrative:Assists in the development and comprehensive training curriculum and maintenance of training manual for LSC teamCreates administrative tip-sheets and tools, for floor-wide useManages office supply par levels and orders supplies in accordance with budget guidelinesManages cleanliness of environment including: waiting room, check-in areas and waiting room Maintains and organizes all administrative closets, drawers and cabinetsAssists with new hire interviewing and onboardingPatient Experience:Real time collaboration with Charge Nurse and Lead Phlebotomist on clinic flow, communication and resolution of bottlenecksModel superior, respectful, verbal and non-verbal communication with internal and external customers and patientsWorks with Lead Phlebotomist to manage patient wait-time issues and communications, escalating to Practice Manager when necessaryFirst point of contact for patient wait time issues and coordinates service recovery as neededOffers support to LSC team in challenging customer service and Provider issuesInformation Technology:In the absence of the Practice Manager, takes the Lead in managing downtime operations; provides downtime guidance to LSC team and provides timely notification and updates to Leadership.Troubleshoots issues with clinical devices/systems/softwareFunctions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projectsEnsures quality clinical care and adherence to standard operating procedures and compliance requirementsOversees accurate completion of designated responsibilities and processesSupervisory Responsibilities:  NoneMINIMUM JOB QUALIFICATIONS:Lab Services Coordinator Lead: Bachelor’s degree preferred. In addition to job qualifications outlined for LSC II; demonstrate leadership skills and desire to work toward a management position.KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:Excellent verbal and written communication skillsExcellent customer service skills and ability to perform under pressureAbility to multi-task and function as an integral member of the teamStrong organizational, problem solving and critical thinking skillsAbility to adapt to ever-changing environment and able to toggle between multiple systems during the dayDemonstrated flexibility and ability to take on additional responsibilities as situations requireAt Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.Dana-Farber Cancer Institute is an equal opportunity employer and affirms 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.  EEO Poster.Pay Transparency StatementThe hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).$57,500.00 - $65,000.00