Patient Representative

Dana-Farber Cancer Institute•Brookline, MA

28d•Onsite

About The Position

The Patient Representative (PR) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI). As the first point of contact, this role is critical to a patient’s experience and their entry into the DFCI system. PRs provide call center and administrative support for aspects of patient care within the Dana-Farber Welcome Center. PRs work in a call center environment in conjunction with their supervisor and other PRs. They work as a team to problem-solve and collaborate with the goal of providing an excellent patient experience. The PR role is essential to Institute operations, simultaneously working with multiple disease centers and serving as the primary triage point for connecting patients with the most appropriate group to meet their needs. As a liaison for incoming calls, PRs provide superior customer service to patients, caregivers, clinicians, and staff across multiple disease centers in accordance with the DFCI Customer Service Standards. This role requires excellent customer service skills and comfort with multitasking and problem solving. 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 function as an integral member of a team
Excellent communication, organizational, time management, and customer service skills
Strong attention to detail
Ability to multi-task and problem solve on the spot
Excellent phone etiquette
PC proficiency; ability to learn new software quickly
The position requires a high school diploma or GED, with a bachelor’s degree preferred.
Administrative and/or customer service experience is strongly preferred, and experience in a call center or phone service setting is also preferred.

Nice To Haves

Knowledge of medical terminology is a plus

Responsibilities

Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible
Possesses a level of independence requiring knowledge of multiple disease specific programs
Provides administrative support and coordination for all aspects of patient care for patients, primarily focused on supporting incoming telephone calls
Triages issues and answers general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for disease center team
Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
Provides general institute, disease, or program-specific information to callers/patients within the scope of knowledge and authority
Performs other administrative duties and tasks as requested by Manager/Supervisor
Able to quickly comprehend and implement new concepts or modifications to processes
Collaborates with disease center team to ensure seamless coverage and task management in times of both full and partial staffing levels
Ensures quality clinical care and adherence to standard operating procedures and compliance requirements