International Patient Intake Coordinator- Bilingual

Dana-Farber Cancer Institute; Boston, Northern (MA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston is seeking an International Patient Intake Coordinator to serve as the initial contact and ambassador for international patients, families, and external partners, guiding care coordination and logistics.

You will collaborate with clinical and administrative teams at DF and Brigham and Women’s, manage intake for oncology and non-oncology services, and help develop SOPs to improve patient experience and operations.

Responsibilities

• Acts as initial point of contact for international oncology patients, families/escorts, and external entities, ensuring seamless coordination of patient care and operations
• Develops and maintains relationships with DFCI, BWH, clinicians, interpreters, referral sources, staff, patients, and families to improve operations and satisfaction
• Manages cases and plans inpatient/outpatient care with providers for consultations, diagnoses, and procedures at DF and affiliated locations
• Independently solves problems and manages cases across inpatient and outpatient care pathways
• Manages intake process for international patients’ oncology and non-oncology consultations, ensuring needs are met throughout arrival at DFCI
• Coordinates submission of treatment plans and cost estimates with Nurse Director, Nurse Navigators, and Finance as needed
• Develops, interprets, updates and maintains SOPs in collaboration with leadership
• Executes major assignments in running the international office operations and case management

Job description

Reporting to the Manager, and in collaboration with clinical and operational leadership, the International Patient Intake Coordinator is the initial point of contact and ambassador representing Dana-Farber Cancer Institute and Brigham and Women’s International Office to all international patients, families/escorts, physicians, embassies, governmental health authority’s, foundations, and insurance companies throughout the continuation of the patient’s care coordination. This role is instrumental in meeting the business needs of the program, provides exceptional customer service, and maintains language appropriate navigation, effective communication, and culturally sensitive understanding/knowledge to all international stakeholders engaging with the program. The International Patient Intake Coordinator achieves patient experience and business objectives through managing a broad portfolio of patients, and personally customizing each interaction to create exceptional, world class experiences that encompass Dana-Faber Cancer Institute (DFCI)’s standard of compassion and excellence.

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:

• Acts as initial point of contact for international oncology patients, families/escorts, and other external entities, ensuring seamless coordination of patient care and operations and departmental business needs are met by liaising with various clinical and administrative staff within DF and BWH.
• Develops and maintains strong professional relationships and communication with DFCI and BWH key stakeholders including disease center teams, International Patient Center, clinicians, interpreter/ambassadors, referral sources, staff, patients, and families to continually improve operations, maintain quality, and ensure satisfaction.
• Manages cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures at affiliated locations, including the Dana-Farber/Brigham and Women’s Cancer Center and Brigham and Women’s Faulkner Hospital.
• Independently problem solves and manages cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures.
• Manages the intake process of oncology and non-oncology medical service consultations for international patients, ensuring all needs of the patients and families are met throughout their intake and arrival to DFCI.
• Manages initial submission of treatment plans and cost estimates, as needed, to referring entities as necessary with close collaboration with Nurse Director, Nurse Navigators, and the Finance team.
• Develops, interprets, affects and maintains Standard Operating Procedures (SOPs) in collaboration with leadership.
• Carries out major assignments in conducting the operations of the international office business through managing extensive patient