New Patient Coordinator

Dana-Farber Cancer Institute•Boston, MA

4d•Hybrid

About The Position

This position is responsible for all aspects of new 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. This position’s work location is hybrid with two or three days per week remote. The selected candidate may only work remote days from a New England state (ME, VT, NH, MA, CT, RI). 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 comprehend and implement new concepts or modifications to processes requests quickly
Ability to function as an integral member of the team
Excellent communication, organizational, and customer service skills
Strong attention to detail
Must possess the ability to multi-task and problem solve on the spot
Excellent phone etiquette
PC proficiency 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 and/or customer service.

Responsibilities

Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone calls
Triages issues and answering general questions, with the goal of resolving requests in real time
Completes patient intake for each caller, including those resolved, or those requiring action by disease center New Patient Coordinator
Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills
Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines
Collaborates with New Patient Coordinator team to ensure seamless coverage and task management in times of full and partial staffing levels
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 highest standard of patient experience and visit, i.e. review and organize medical records, coordinate receipt of tissue, 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
Provides program specific information to callers and refer calls as necessary
Schedules patient visits, and manages changes, ranging in complexity for one physician appointment to multiple care provider appointments
Provides information to the patient regarding the need for insurance referral(s) and refers calls as appropriate
Assists in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portal
Strives to meet defined service levels and key performance indicators
Other duties and responsibilities as required