Clinical Admin Support Specialist - Chestnut Hill

Job Description

Overview

This position is responsible for all aspects of patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician's assistants, technical supervisors, technical staff, program nurses and nurse practitioners and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care.

Dana-Farber Cancer Institute is opening a new outpatient cancer facility in September 2020 in Chestnut Hill. The new ambulatory center, located at 300 Boylston Street, Chestnut Hill, will provide much needed space for adult patient care to support our patient growth. Dana-Farber - Chestnut Hill will offer Clinical and Research Laboratory Services, Clinical Trials, Imaging, Infusion Services, Nutrition Support, Retail Pharmacy, Social Work, and Transfusion Services. This will be a multi-disciplinary, state-of-the-art facility designed to maintain the same model of care that is currently given to our patients on our Longwood Campus.

Job Location:

Training for this position will start in June 2020 at our Longwood campus (450 Brookline Ave), and will transition to Chestnut Hill in September after opening.

Responsibilities

• Under the direction of the clinical practice support 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 (may defer complicated scheduling to Clinical Administrative Support Specialists as needed).
• Obtains detailed clinical information face-to-face, by telephone or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
• Performs independent patient and outside provider call triaging and assists in directing patient flow.
• Serves as a liaison between patient/family/provider.
• 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 clinical practice support team.
• May provide general administrative support and coordination for all aspects of patient care for both new and/or established patients, including filing, document preparation, data entry, telephone support, etc.
• May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.
• Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
• Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.
• Participates in clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.
• Prepares open and close provider schedules and handles daily schedule changes.
• Conduct slide submission as needed.
• Performs past-pending reconciliations.
• Enters data into patient care related databases.
• May be responsible for mini-registrations, insurance verification and clinical intake for new patients.
• May be required to perform other duties as required by the clinical practice support team.
• Prepares new patient report for new patient conference as needed.
• Prepares disease specific reports as needed.
• Prepares complex documents, processes disability forms, prescription plan refill processing or other patient care forms.
• May review protocol documents and generate scheduling templates for all protocols and necessary revisions for protocol amendments.
• Arranges clinical conferences and travel arrangements as necessary.
• Prepares clinical conference presentations under direction of presenter as needed.
• Responsibilities specific to Ambulatory Practice Management:
• Understands and uses the Picture Archiving and Communication System (PACS) and applicable image upload software and computer equipment.
• Imports images from digital media to PACS.
• Transmits images from the workstation to a web-based distribution system for displaying of images to be reviewed.
• Verifies that images were pushed to exhibit, and follows up on images that go into error status.
• Creates an upload order and reconciles demographic information in applicable systems.
• Responsibilities Specific to Satellite Centers.
• Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating 2nd opinion physicians, specialists, dieticians, etc.
• Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services.
• Manage all incoming referrals; provide appointment setting and coordination of medical records.
• Manage all patient payment information (i.e. co-pays) and reconcile records.
• Triage all incoming phone calls.
• Offer financial counseling to all new patients and collaborate with main campus and local entities.
• Evaluate high risk patients and directs the team appropriately.
• May navigate new patients and educate them about all available services.
• Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities are sending patients.

Qualifications

• Bachelor's degree required. Experience working in a medical or customer service setting preferred. Knowledge of medical terminology preferred.
• Ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Excellent computer, customer service and problem solving skills required. Demonstrated ability to carry out complex scheduling as required. Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

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 groups as protected by law.