New Patient Coordinator II Cancer Diagnostics Service

Overview

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.

PRIMARY DUTIES AND RESPONSIBILITIES:

New Patient Coordinator I

• 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.

New Patient Coordinator II

In addition to those duties listed above; the following tasks are completed by this role:

• Possesses a level of independence requiring knowledge of multiple disease specific programs.
• Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects, as required.
• Assists in the training and mentoring of staff, acting as primary trainer for new hires within the disease center or pod.
• Handles complex scheduling and is seen as an expert on all aspects of new patient scheduling and coordination.
• Assists staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.
• Assists in developing and maintaining training materials and other resources.
• Provides guidance and training for pod staff as needed.

SUPERVISORY RESPONSIBILITIES:

None

MINIMUM JOB QUALIFICATIONS:

New Patient Coordinator I:

A Bachelor’s Degree in health administration or related field is strongly preferred, along with up to 1 year of related health care and/or customer service experience.

New Patient Coordinator II:

A Bachelor’s Degree in health administration or related field is strongly preferred; a minimum of 12 - 18 months of experience as a New Patient Coordinator I are required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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.

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.

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).