Lead Consult Coordinator - BIDMC

Beth Israel Lahey Health•Boston, MA

2d•$24 - $33

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Under supervision and in accordance with department policies and procedures, the Lead Consult Coordinator organizes and coordinates the pathology consultation service while serving as the functional lead for the consultation coordination team. This role reviews and triages incoming consultation materials according to established protocols, ensures accurate and timely processing of consult requests, and provides day-to-day guidance and issue escalation support to maintain consistent workflows and high-quality service.

Requirements

High School diploma or GED required.
2-5 years related work experience required in administration and transcription, preferably with a healthcare or anatomical pathology background.
Outcome of work impacts patient care, operations of work unit and department.
Responsible for specific, defined results directly related to own job responsibilities.
Work requires the employee to possess outstanding organizational skills, to effectively problem-solve, to follow instructions, and to complete tasks requiring multiple steps and meet deadlines.
Work requires wide-range knowledge of medical terminology; the ability to type and to proof medical documents.
Work requires attention to detail, procedures, and physicians’ preferences.
Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, collaborating for coverage and other gaps in service coverage, and respecting team members.

Responsibilities

Prioritize decision-making activities in accordance with guidelines defined by department.
Work closely with physician staff/fellows to follow up on all requests including communication with outside institutions.
Coordinate consultation service to include over 2500 incoming consultations per year (national and international second opinion requests).
Processes outside pathology consultations (create registration, visits, and accession numbers/log in cases into the computer).
Review incoming materials to systematically organize and arrange slides and blocks based on pathology protocol to discern appropriate medical triage.
Input case information into appropriate tracking mechanisms
Register patient demographics to include insurance information.
Obtain and scan payment authorizations to set up financial information/billing for outside requests for second opinion.
Liaise with referring entities to obtain missing information or additional pathology material, as well as updating on case status when requested.
Serve as the functional lead for the Pathology Consultation Coordination team, providing day-to-day guidance and support to consultation coordinators while remaining actively engaged in operational work.
Act as the first point of escalation for consult-related questions, issues, or exceptions; perform initial problem resolution and escalate to the Manager, Pathology Support Services as appropriate.
Track adherence to standardized consult workflows, protocols, and best practices; promote consistency and accuracy across all consultation activities.
Monitor and maintain the quality and completeness of consult logs, trackers, and related documentation; identify trends, gaps, or risks and communicate findings to Manager.
Support workload distribution and coverage planning to maintain timely turnaround times and operational continuity during periods of growth, absence, or transition, as well as identifying workload imbalances.
Monitor consult volume, turnaround times, and error trends; proactively flag concerns and opportunities for improvement to the Manager.
Support process improvement initiatives, including co-leading projects, testing workflow changes, and assisting with implementation of new tools, systems, or procedures.
Provide onboarding and training support for new consultation coordinators, including hands-on training and shadowing.
Maintain and update training materials, reference guides, and standard operating procedures to ensure knowledge continuity and reduce variability in performance.
Serve as a liaison between frontline staff, physician teams, and departmental leadership to facilitate communication, issue resolution, and alignment of expectations.
Contribute to the development of a scalable consult coordination model that supports increased consult volume and future staffing growth.
Support team engagement and cohesion by modeling best practices, professionalism, and a high standard of customer service.