Practice Coordinator/Patient Representative II

Job title: Practice Coordinator/Patient Representative II

Overview

The Practice Coordinator/Patient Representative provides superior customer service to all patients, family members, physicians, and staff. The Practice Coordinator/Patient Representative (PC/PR) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI) and is critical to a patient’s experience and their entry into the DFCI system.

The Practice Coordinator/Patient Representative will provide check-in and check-out services, update patient information, answer non-clinical patient questions, and assist patients with finding their way within the Cancer Center, in accordance with the DFCI Customer Service Standards. The PC/PR may also assist with registration of new patients including the collection of demographic information and insurance information. Practice Coordinator/Patient Representative will work as a team to problem-solve, provide call center and administrative support, and collaborate with the goal of providing an excellent patient experience. The PC/PR simultaneously works with various disciplines and serves as the primary triage point for connecting patients with the most appropriate group to meet their needs. As a liaison for incoming calls, PC/PRs provide superior customer service to patients, caregivers, clinicians, and staff across multiple disciplines.

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.

Under the direction of the operations 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. Obtains detailed clinical information face-to-face, by telephone or electronically. May provide basic information regarding the need for insurance referral(s). Performs independent patient and outside provider call triaging and assists in directing patient flow. Serves as a liaison between patient/family/provider. Confirm patient’s demographics (address/phone numbers etc) and insurance information. Review patient “alerts” in Epic and reconciles ie: patient contact information, Medicare Survey etc. Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating appointments with other specialists, dieticians, social work, 2nd opinions, etc. Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours. Manage all in coming referrals; provide appointment setting and coordination of medical records. May navigate new patients and educate them about all available services. 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 Operations 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. Refer patients to financial counselor as needed at DFCI. If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check. Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc) Manages In Basket messages, takes ownership and responds appropriately to all messages. Manages referral workqueues in Epic. Reviews “type” of patient apt and ensure necessary forms are completed: new patient consults-print appropriate labels and refer to New Patient Coordinator. Reviews prepared lists for patients needing a Health Care Proxy or Illness Impact Questionnaire to be completed. Assists those patients in completion of forms. Answers non-clinical questions about the Health Proxy or refer any detailed. Coordinates care with main campus and facilitate appointments. Tracks referrals and generate reports to evaluate with entities are sending patients. Serves as the first point of contact and liaison for patient/family/provider. Provides administrative support and coordination for all aspects of patient care for patients, including supporting incoming telephone calls. Triages issues and answer general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for care team. Provides general institute, disease, or program-specific information to patients/callers within the scope of knowledge and authority. Collaborates with satellite team to ensure seamless coverage and task management in times of both full and partial staffing levels. Ensures quality clinical care and adherence to standard operating procedures and compliance requirements. 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. Obtains detailed clinical information face-to-face, by telephone or electronically. May provide basic information regarding the need for insurance referral(s). Performs independent patient and outside provider call triaging and assists in directing patient flow. Confirms patient’s demographics (address/phone numbers etc.) and insurance information. If insurance has changed, copy card and give to New Patient Coordinator for updating and insurance eligibility check. Reviews patient “alerts” in Epic and reconcile i.e.: patient contact information, Medicare Survey etc. Ensures the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours. Manages all incoming referrals; provides appointment setting and coordination of medical records. May navigate new patients and educate them about all available services. Resolves issues directly or ensure appropriate management of call by others. Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills. Refers patients to financial counselor as needed at DFCI.