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.
Practice Coordinator Responsibilities:
Under the direction of the operations management team: provide 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.??
Perform front desk check-in and check-out functions.
Obtain detailed clinical information face-to-face, by telephone or electronically.
May provide basic information regarding the need for insurance referral(s).
Perform independent patient and outside provider call triaging and assists in directing patient flow.
Serve as a liaison between patient/family/provider.
Confirm 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.
Review patient ???alerts??? in Epic and reconcile i.e.: patient contact information, Medicare Survey etc.
Perform 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.
Ensure the completion of prior authorizations for radiology testing and authorizations for outside ancillary services if requested same day or within 24 hours.
Manage all incoming referrals; provide appointment setting and coordination of medical records.
May navigate new patients and educate them about all available services.
Resolve issues directly or ensure appropriate management of call by others.
Recognize emergencies and appropriately respond using standard operating procedures and critical thinking skills.
Refer patients to financial counselor as needed at DFCI.
Manage In-Basket messages, takes ownership and respond appropriately to all messages.
Handles incoming requests for records and mails/faxes information as appropriate; Faxes notifications to HIS as necessary (patient name changes, etc.).
Reconcile reports and ensure records obtained.
Carry out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
Review ???type??? of patient appointment and ensure necessary forms are completed: new patient consults-print appropriate labels and refer to New Patient Coordinator.
Review prepared lists for patients needing a Health Care Proxy or Illness Impact Questionnaire to be completed. Assist those patients in completion of forms.?? Be prepared to answer non-clinical questions about the Health Proxy or refer any detailed.
Coordinate shared care with main campus and facilitate appointments.
May be responsible for mini-registrations, demographic and insurance verification for new and existing patients.
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 required to perform other duties as required by the Operations team.
Patient Representative Responsibilities:
Serve as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible.
Provide administrative support and coordination for all aspects of patient care for patients, primarily focused on supporting incoming telephone calls.
Triage 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.
Provide general institute, disease, or program-specific information to callers/patients within the scope of knowledge and authority.
Collaborate with satellite team to ensure seamless coverage and task management in times of both full and partial staffing levels.
Ensure quality clinical care and adherence to standard operating procedures and compliance requirements.
Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Understand and utilize DFCI systems as well as the local Hospital???s systems i.e. Meditech.
Basic knowledge of insurance plans which constantly change; knowledge of insurances that HFH/LGH are participants; and high-risk insurances.
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 draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed.
Minimum Education: ??Associates degree required; 1 year of equivalent experience may substitute for degree.?? ???????????? Bachelor???s degree preferred.
Minimum Experience: 1 year of experience working in in a medical or customer service setting; degree may ???????????? substitute for experience.?? Knowledge of medical terminology preferred.
Internal Number: 2021-24191
About Dana-Farber Cancer Institute
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.