Patient Records Specialist (Domestic)

Overview

The Patient Records Specialist (Domestic) is responsible for the effective coordination and organizing all materials necessary for new and established patients visits at Dana-Farber. This role provides essential records collection and administrative support for domestic patients across multiple disease centers receiving care outside United States. The specialist ensures accurate and timely management of patient documentation to facilitate smooth clinical operations and exceptional 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.

This position’s work location is partial remote with two days remote and three days per week onsite. The selected candidate may only work remotely from a New England state (ME, VT, NH, MA, CT, RI). The position will be fully onsite during the initial training period (approximately 60 days).

Responsibilities

• Appropriately arranges receipt of materials to support the highest standard of patient experience and visit for oncology patients, i.e., review and organize medical records and coordinate receipt of tissue and imaging.
• Uses electronic tracking systems to thoroughly document progress in retrieval of pertinent patient materials; uses other electronic systems to complete daily tasks.
• Uses standard processes and protocols to monitor and follow up with patients, hospitals, and other parties on materials status.
• Collaborates with fellow Records Specialists, New Patient Coordinators and Clinical Scheduling Specialists to ensure seamless coverage and task management in times of full and partial staffing levels.
• Aids patients and those requesting appointments in the process of obtaining translated medical records, directing patients/families to outside translation agencies as needed.
• 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 and established 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, Clinical Scheduling Specialists and appropriately escalates issues to management.
• Possesses a level of independence requiring knowledge of multiple disease specific programs.
• Provides program specific information to callers and redirects calls as necessary.
• 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.
• Engages with patients and facilities in different time zones, requiring flexibility in schedule.
• Strives to meet defined service levels and key performance indicators.
• Assists in the training of new staff and creation of departmental materials, as needed.
• Other duties and responsibilities as required.

Qualifications

• High school diploma required; Bachelor’s degree in health administration or related field strongly preferred.
• 1 year of related health care and customer service experience required.
• Knowledge of medical terminology preferred.
• Bilingual or Multilingual preferred.

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

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 equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse 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.