New Patient Coordinator I - Thoracic Oncology

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.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.Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone callsTriages issues and answering general questions, with the goal of resolving requests in real timeCompletes patient intake for each caller, including those resolved, or those requiring action by disease center New Patient CoordinatorRecognizes emergencies and appropriately respond using standard operating procedures and critical thinking skillsServes as a liaison for patients including efficient routing of calls per telephone triage guidelinesCollaborates with New Patient Coordinator team to ensure seamless coverage and task management in times of full and partial staffing levelsEnsures quality clinical care and adherence to standard operating procedures and compliance requirementsSchedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessaryAppropriately 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 packetAnswers 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 managementProvides program specific information to callers and refer calls as necessarySchedules patient visits, and manages changes, ranging in complexity for one physician appointment to multiple care provider appointmentsProvides information to the patient regarding the need for insurance referral(s) and refers calls as appropriateAssists in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portalStrives to meet defined service levels and key performance indicatorsOther duties and responsibilities as requiredKnowledge, Skills, And Abilities RequiredAbility to comprehend and implement new concepts or modifications to processes requests quicklyAbility to function as an integral member of the teamExcellent communication, organizational, and customer service skillsStrong attention to detailMust possess the ability to multi-task and problem solve on the spotExcellent phone etiquettePC proficiency requiredMinimum Job QualificationsThe 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.SUPERVISORY RESPONSIBILITIES: NonePatient ContactInteracts 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 PosterPay Transparency StatementThe 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).$45,500.00 - $54,400.00