Clinical Scheduling Specialist-Pediatrics

Overview

Reporting to the Scheduling Supervisor, the Clinical Scheduling Specialist I in Pediatrics is responsible for all aspects of established patient scheduling within the Jimmy Fund Clinic and ancillary scheduling at Boston Children's Hospital in accordance with department scheduling guidelines. While liaising among patients/families/providers/leadership; utilizing institutional and technical knowledge to properly triage patient and provider requests, this role enjoys working in a busy setting, offering exemplary customer service, and managing complex high-volume scheduling tasks in accordance with the DFCI Customer Service Standards. 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.

• Under the direction of the scheduling supervisor, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for existing patients for Jimmy Fund Clinic appointments and ancillary appointments at Boston Children's Hospital
• Obtains detailed clinical information face-to-face, by telephone or electronically
• May provide basic information regarding the need for insurance referral(s)
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority
• Performs independent patient and outside provider call triaging and assists in directing patient flow
• Serves as a liaison between patient/family/provider
• Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills
• May be responsible for scheduling numerous complex research protocols
• Works effectively as a member of the team and across functional teams
• Timely, accurately and curiously responds to the needs of internal and external customers
• Demonstrates critical thinking skills and ability to resolve complex customer service and scheduling issues
• Maintains confidentiality of Protected Health Information (PHI)
• Actively participates and provides constructive feedback on quality improvement projects
• Other duties and responsibilities as assigned

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Excellent verbal and written communication skills
• Working knowledge of computers and technology
• Excellent customer service
• Ability to function as an integral member of the team
• Strong organizational skills with the ability to multi-task
• Strong problem solving and critical thinking skills
• Demonstrated flexibility and ability to take on additional responsibilities as situations require
• Ability to adapt to ever-changing environment

MINIMUM JOB QUALIFICATIONS:

• High school diploma required; Bachelor’s degree preferred.
• Experience working in a customer service setting preferred.
• Proficiency in technology and complex computer systems required

SUPERVISORY RESPONSIBILITIES: None

PATIENT CONTACT:

Yes, interacts with the pediatric 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).