Dana-Farber Cancer Institute
Administrative Lab Services Coordinator
Dana-Farber Cancer Institute, Newton, Massachusetts, United States, 02165
1 week ago Be among the first 25 applicants
9:00am - 5:30pm / 9-6pm shift
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 (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.
Check‑In/Administrative
Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
Acquires, enters and links verbal lab orders from Providers
Maintains confidentiality of Protected Health Information (PHI)
Performs past‑pending reconciliations
Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards
Performs 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 patients
Notifies nursing and lab staff of issues as needed
Answers telephone and provides general disease or program‑specific information to callers within the scope of knowledge and authority
Reviews missing labs reports and works with staff from other departments to resolve missing labs
Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient
Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs
Imaging Services
Creates orders and imports outside images from digital media into Epic
Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS
Troubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACS
Manages and reconciles all patient CDs from intake to upload completion. Works collaboratively with team members to ensure efficient completion of daily work queue
Mails requested CDs back to patient or discarding of CDs per departmental guidelines
Patient Experience
Delivers outstanding customer service to internal and external customers
Timely and accurately responds to the needs of internal and external customers
Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary
Communication And Collaboration
Demonstrates ability to effectively communicate across leadership levels and with varying audiences
Synthesizes and communicates complex information in patient friendly terms
Works effectively as a member of the team and across functional teams
Fosters a sense of shared responsibility among the team
Emergency Response
Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
Regulatory Compliance And Quality Improvement
Compliance with DFCI policies and procedures
Understanding their role and responsibility in obtaining successful Joint Commission accreditation
HIPAA regulation compliance
Completion of assigned AEU and Health Stream competencies
Actively participates and provides constructive feedback on quality improvement projects
Information Technology
Maintains a level of competency in all operational systems including: Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity and LifeIMAGE
Actively engaged in system upgrades and effected operational changes
Manages supply of RTLS badges including: assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges
Actively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime procedures
Bachelor’s degree preferred. Prior customer service experience preferred.
Knowledge, Skills, And Abilities Required
Excellent verbal and written communication skills
Excellent customer service skills and ability to perform under pressure
Ability to multi‑task and function as an integral member of the team
Strong organizational, problem solving and critical thinking skills
Ability to adapt to ever‑changing environment and able to toggle between multiple systems during the day
Demonstrated flexibility and ability to take on additional responsibilities as situations require
Pay Transparency Statement The 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)
$19.66/hr - $22.26/hr
At 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.
EEOC Poster
#J-18808-Ljbffr
9:00am - 5:30pm / 9-6pm shift
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 (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.
Check‑In/Administrative
Verifies complex appointment sets across disciplines for oncology patients in accordance with scheduling guidelines
Acquires, enters and links verbal lab orders from Providers
Maintains confidentiality of Protected Health Information (PHI)
Performs past‑pending reconciliations
Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards
Performs 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 patients
Notifies nursing and lab staff of issues as needed
Answers telephone and provides general disease or program‑specific information to callers within the scope of knowledge and authority
Reviews missing labs reports and works with staff from other departments to resolve missing labs
Identifies inconsistencies with, or outstanding questions regarding lab panel orders. Works directly with Providers to reconcile the order to prevent a delay for the patient
Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs
Imaging Services
Creates orders and imports outside images from digital media into Epic
Understands and uses Picture Archiving and Communication System (PACS), applicable image upload software, and computer equipment to import images from digital media to PACS
Troubleshoots images and collaborates with Imaging Department, when necessary, to resolve and successfully import images into PACS
Manages and reconciles all patient CDs from intake to upload completion. Works collaboratively with team members to ensure efficient completion of daily work queue
Mails requested CDs back to patient or discarding of CDs per departmental guidelines
Patient Experience
Delivers outstanding customer service to internal and external customers
Timely and accurately responds to the needs of internal and external customers
Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary
Communication And Collaboration
Demonstrates ability to effectively communicate across leadership levels and with varying audiences
Synthesizes and communicates complex information in patient friendly terms
Works effectively as a member of the team and across functional teams
Fosters a sense of shared responsibility among the team
Emergency Response
Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
Regulatory Compliance And Quality Improvement
Compliance with DFCI policies and procedures
Understanding their role and responsibility in obtaining successful Joint Commission accreditation
HIPAA regulation compliance
Completion of assigned AEU and Health Stream competencies
Actively participates and provides constructive feedback on quality improvement projects
Information Technology
Maintains a level of competency in all operational systems including: Epic, RTLS, Outlook, Sunquest, QuickBase, Centricity and LifeIMAGE
Actively engaged in system upgrades and effected operational changes
Manages supply of RTLS badges including: assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges
Actively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime procedures
Bachelor’s degree preferred. Prior customer service experience preferred.
Knowledge, Skills, And Abilities Required
Excellent verbal and written communication skills
Excellent customer service skills and ability to perform under pressure
Ability to multi‑task and function as an integral member of the team
Strong organizational, problem solving and critical thinking skills
Ability to adapt to ever‑changing environment and able to toggle between multiple systems during the day
Demonstrated flexibility and ability to take on additional responsibilities as situations require
Pay Transparency Statement The 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)
$19.66/hr - $22.26/hr
At 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.
EEOC Poster
#J-18808-Ljbffr