Lab Services Coordinator Lead

Job title: Lab Services Coordinator Lead

About the Role Reporting 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 works in a busy environment with a high patient volume, balancing multiple real-time priorities, and, when appropriate, acting as the escalation point for issues presenting at main reception. Located in Boston, this role is an ambassador of the DFCI patient experience, efficiently managing the patient check-in process and uploading outside imaging into Epic when needed.

What You'll Do

• Check-In/Administrative: Verifies complex appointment sets across disciplines for oncology patients; acquires, enters and links verbal lab orders; maintains confidentiality of Protected Health Information (PHI); performs past-pending reconciliations; provides superior customer service; performs front desk check-in functions (verifies patient identification, prints wristbands, assigns RTLS badges, asks screening questions); prints and reviews appointment schedules; notifies nursing and lab staff of issues; answers telephone and provides general information; reviews missing labs and collaborates with other departments to resolve; identifies inconsistencies with lab panel orders and reconciles with Providers to prevent delays; transports wheelchair patients or arranges escorts.
• Imaging Services: Creates orders and imports outside images from digital media into Epic; operates PACS and image upload software to import images; troubleshoots issues with imaging and collaborates with Imaging Department to resolve; manages patient CDs from intake to upload completion and mails or discards CDs per guidelines.
• Patient Experience: Delivers outstanding customer service to internal and external customers; responds timely to needs; deescalates patient grievances and maintains customer service standards; involves department leadership as necessary.
• Communication and Collaboration: Communicates effectively across leadership levels and diverse audiences; synthesizes complex information in patient-friendly terms; works well as a team member and across functional teams; fosters shared responsibility.

What We're Looking For

• Strong customer service orientation with a patient-focused approach.
• Ability to maintain confidentiality of PHI and adhere to privacy standards.
• Experience with front desk check-in, patient identification, wristbands, RTLS badges, and screening processes.
• Excellent communication skills and ability to deescalate patient grievances.
• Ability to manage multiple tasks in a fast-paced healthcare environment and to reconcile complex lab orders with Providers.
• Familiarity with Epic, PACS, and imaging workflows.
• Collaborative mindset with demonstrated ability to work across teams and leadership levels.
• Detail-oriented with strong organizational and problem-solving skills.

Compensation & Benefits

• Salary range: $57,500.00 - $65,000.00 per year.
• Onsite work schedule: Monday – Friday, 8:30 AM – 5:00 PM.
• Benefits and other perks not detailed in posting.