Clinical Scheduling Specialist: Thoracic Oncology

Dana-Farber Cancer Institute•Boston, MA

About The Position

This position is responsible for all aspects of established patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician’s assistants, program nurses and nurse practitioners and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care. 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.

Requirements

Ability to multi-task and function as an integral member of the team
Excellent verbal and written communication skills required
Excellent computer, customer service, problem solving, and organizational skills required
The position strongly prefers a bachelor’s degree in health administration or a related field, along with up to 1 year of experience in healthcare or customer service.

Responsibilities

Under the direction of the scheduling operations management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for existing patients
Obtains detailed clinical information face-to-face, by telephone or electronically
May provide basic information regarding the need for insurance referral(s)
Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority
Performs independent patient and outside provider call triaging and assists in directing patient flow
Serves as a liaison between patient/family/provider
Resolves issues directly or ensures appropriate management of call by others
Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills
May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials
Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly
Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated
Participates in training for new hires
Prepares, open, and close provider schedules and handles daily schedule changes
Conduct slide submission as needed
Other duties and responsibilities as assigned