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.

• Uses electronic tracking systems to thoroughly document progress in all tasks, including retrieval of pertinent patient materials
• Uses standard processes and protocols to monitor and follow up with patients, hospitals, and other parties on materials status
• Collaborates with fellow Records Specialists and New Patient Coordinators to ensure seamless coverage and task management in times of full and partial staffing levels; This may include assisting with registering, scheduling, or performing other tasks that are typically the responsibilities of the New Patient Coordinators
• Maintains standard communication with DFCI clinical and support staff with regard to status of patient materials
• Assists in processing paperwork and completing administrative tasks associated with clinical care including managing materials requests, orders, and records uploading
• Responds to emails and manages other requests as appropriate for new patients. This includes the responsibility to relay detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services
• Resolves problems independently, ensures continuous communication with New Patient Coordinators, and appropriately escalates issues to management
• Possesses a level of independence requiring knowledge of multiple disease specific programs
• Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting materials management
• Triages issues and answers general questions, with the goal of resolving requests in real time
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
• Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines
• Can comprehend and implement new concepts or modifications to processes requests quickly
• 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 patient experience and visit for new patients, i.e. review and organize medical records, coordinate receipt of tissue, ensure patient hand carries CDs into appointment, 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
• Strives to meet defined service levels and key performance indicators
• Provides program specific information to callers and refers calls as necessary
• Assists in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portal
• Assists in the training of new staff
• Other duties and responsibilities as required

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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

MINIMUM JOB QUALIFICATIONS:

The role strongly prefers candidates with a bachelor’s degree in health administration or a related field, along with up to 1 year of experience in healthcare or customer service.

SUPERVISORY RESPONSIBILITIES: None

PATIENT CONTACT:

Yes, interacts with the adult patient population.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

EEO Poster

Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).