New Patient Coordinator

Dana-Farber Cancer Institute; Boston (MA); On-site; USD 46,000 - 54,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston is seeking a New Patient Coordinator to manage scheduling for new patients, triage incoming inquiries, and coordinate patient intake with clinical teams. This on-site role emphasizes superior customer service, accurate data collection, and efficient communication to support timely patient care.

The position requires strong communication, organizational, and PC skills, with up to 1 year of healthcare or customer service experience preferred.

Qualifications

• Bachelor’s degree in health administration or related field preferred.
• Up to 1 year healthcare/customer service experience.
• Strong communication and multitasking abilities.

Responsibilities

• Provide administrative support and coordination for new patient care, focusing on incoming calls.
• Triages issues and answers general questions to resolve requests in real time.
• Complete patient intake forms for callers and escalate as needed to New Patient Coordinator.
• Recognize emergencies and respond using standard procedures and critical thinking.
• Serve as liaison for patients with efficient routing per triage guidelines.
• Collaborate with New Patient Coordinator team to ensure coverage and task management.
• Ensure quality clinical care and adherence to SOPs and compliance requirements.
• Schedule appointments according to guidelines supporting continuity of care and timely communication.
• Arrange resources and materials to support patient experience and visits, including medical records handling.
• Answer calls, respond to emails, and manage referrals for new patients; collect detailed clinical information and resolve or escalate.

Skills

Communication

Organization

Customer service

Phone etiquette

Multi-tasking

Education

Bachelor’s in health administration

Tools

EMR portal

Scheduling software

Job description

This position will start in October 2026. 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 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

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

Minimum Job Qualifications

The 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

None

Patient Contact

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.

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.

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).

$45,500.00 - $54,400.00