Under the direction of the Manager and Supervisor of Imaging Support Services, this mission critical position is responsible for departmental administrative tasks, such as patient reception duties, organizing necessary materials for the patient’s imaging procedure, review of complex patient appointment sets, ordering lab work and additional tests associated with imaging procedures. The Imaging Services Coordinator (ISC) 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 ISC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into PACS, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face and 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.
ResponsibilitiesReporting to the Imaging Support Services Manager/Supervisor, this position is responsible for the following:
Check-In/Administrative:
Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelinesAcquires, enters, and links lab orders from Ordering ProvidersAssembles screening forms and worksheets for each imaging modalityWorks with Access Management to ensure pre-authorizations have been obtainedFacilitates patient and staff flow for patients needing lab workMaintains 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 imaging specific information to callers within the scope of knowledge and authorityReviews 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 patientTransports wheelchair patients or arranges for patient Escorts and/or wheelchairsPatient 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 compliance Completion 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 such as: Epic, RTLS, Outlook, and SunquestActively 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 proceduresImage Library Responsibilities (Chestnut Hill ISC only):
Creates orders and imports outside images from digital media into Enterprise Picture Archiving and Communication System (PACSUnderstands and uses PACS, applicable image upload software, and computer equipment to import images from digital media to PACSExports images to CD or via electronic transferTroubleshoots images and collaborates with the Image Library, 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 guidelines Maintains a level of competency in all operational systems such as: QuickBase, Visage, LifeImage, PowerShare, and ETIAMQualifications
Bachelor’s degree preferred. Prior customer service experience preferred.
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 team Strong 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 require
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 equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse 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
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