Job ID:

39391

Location:

450 Brookline Ave, Boston, MA 02215

Category:

Administration Support/Customer Service

Employment Type:

Full time

Work Location:

Hybrid: 2-3 days onsite/week

Overview

Responsibilities

• Uses electronic tracking systems to thoroughly document progress in all tasks, including retrieval of pertinent patient materials.
• Uses standard processes and protocols to monitor and follow up with patients, hospitals, and other parties on materials status.
• Collaborates with fellow Records Specialists and New Patient Coordinators to ensure seamless coverage and task management in times of full and partial staffing levels; This may include assisting with registering, scheduling, or performing other tasks that are typically the responsibilities of the New Patient Coordinators.
• Maintains standard communication with DFCI clinical and support staff with regard to status of patient materials.
• Assists in processing paperwork and completing administrative tasks associated with clinical care including managing materials requests, orders, and records uploading.
• Responds to emails and manages other requests as appropriate for new patients. This includes the responsibility to relay detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services.
• Resolves problems independently, ensures continuous communication with New Patient Coordinators, and appropriately escalates issues to management.
• Possesses a level of independence requiring knowledge of multiple disease specific programs.
• Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting materials management.
• Triages issues and answers general questions, with the goal of resolving requests in real time.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines.
• Can comprehend and implement new concepts or modifications to processes requests quickly.
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
• Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
• Appropriately arranges resources and materials to support the patient experience and visit for new patients, i.e. review and organize medical records, coordinate receipt of tissue, ensure patient hand carries CDs into appointment, ensure receipt of new patient appointment packet.
• Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate for new patients. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services, and either resolve problems directly or ensure appropriate escalation to management.
• Strives to meet defined service levels and key performance indicators
• Provides program specific information to callers and refers calls as necessary.
• Assists in processing paperwork associated with clinical care including: managing materials requests, signing up for EMR portal.
• Assists in the training of new staff.
• Other duties and responsibilities as required.

Qualifications