Lead Imaging Service Coordinator

Dana-Farber Cancer Institute•Brookline, MA

About The Position

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.

Responsibilities

Check-In/Administrative:
Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelines
Acquires, enters, and links lab orders from Ordering Providers
Assembles screening forms and worksheets for each imaging modality
Works with Access Management to ensure pre-authorizations have been obtained
Facilitates patient and staff flow for patients needing lab work
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 imaging 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
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
HIPPA 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 such as: Epic, RTLS, Outlook, and Sunquest
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
Image Library Responsibilities (Chestnut Hill ISC only):
Creates orders and imports outside images from digital media into Enterprise Picture Archiving and Communication System (PACS
Understands and uses PACS, applicable image upload software, and computer equipment to import images from digital media to PACS
Exports images to CD or via electronic transfer
Troubleshoots images and collaborates with the Image Library, 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
Maintains a level of competency in all operational systems such as: QuickBase, Visage, LifeImage, PowerShare, and ETIAM
Manage and respond to incoming add-on requests in accordance to departmental guidelines
Monitors multiple scheduling reports to ensure accuracy in patient scheduling and optimization of resource utilization
Oversees the training of new team members as requested
In the absence of the ISC Lead, assumes daily report needs, communicates with Modality Managers/Supervisors and Charge Nurse and monitors modality schedules
Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues
Ability to learn rapidly, multi-task, and adapt quickly to an ever-changing environment.
Functions as a content expert in scheduling appointment types
Maintains a proactive approach to problem solving
In the absence of a modality Program Coordinator may serve as a back-up for scheduling exams
Role model and resource to ISC team
Motivates and drives effective performance of the team
Working in coordination with the Manager/Supervisor and serves as leader/champion in the roll-out of initiatives and projects
Establishes and develops strong working relationship with Modality Managers, Supervisors and Charge Nurse
Contributes input on annual performance evaluation for ISC team
Communicates team concerns, performance issues, and trends, to the Manager/Supervisor
Conducts and transcribes minutes for monthly staff meeting in the absence of the Manger/Supervisor
Maintains strong lines of communication with the Manager/Supervisor
Understands and aligns with Manager/Supervisor goals and Institute-wide goals and initiatives
Monitors scheduling reports and lab work queue
Troubleshoots scheduling errors and offers feedback to technical staff Coordinators, Established Patient Schedulers, New Patient Coordinators, Protocol Schedulers, etc.
Provides administrative support during Adult Medical Responses
Assists in the development and comprehensive training curriculum and maintenance of training manual for ISC team
Creates administrative tip-sheets and tools, for department-wide use
Manages office supply par levels and orders supplies in accordance with budget guidelines
Manages cleanliness of environment including: waiting room, check-in areas and waiting room
Maintains and organizes all administrative closets, drawers and cabinets
Assists with new hire interviewing and onboarding
Real time collaboration with Modality Manager/Supervisor and Charge Nurse on department flow, communication and resolution of bottlenecks
Model superior, respectful, verbal and non-verbal communication with internal and external customers and patients
Works with Tech of the day and Charge Nurse to manage patient wait-time issues and communications, escalating to Modality Manager/Supervisor when necessary
First point of contact for patient wait time issues and coordinates service recovery as needed
Offers support to ISC team in challenging customer service issues
In the absence of the Modality Manager/Supervisor, takes the Lead in managing downtime operations; provides downtime guidance to ISC team and provides timely notification and updates to Leadership.
Troubleshoots issues with clinical devices/systems/software
Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects
Ensures quality clinical care and adherence to standard operating procedures and compliance requirements
Oversees accurate completion of designated responsibilities and processes