New Patient Coordinator

Dana-Farber Cancer Institute; Boston (MA); On-site; USD 45,500 - 54,400; Full time

Job summary

Dana-Farber Cancer Institute in Boston is seeking a New Patient Coordinator to start in October 2026. This role handles all aspects of new patient scheduling, coordinates with clinical teams, and delivers outstanding customer service to patients, families, physicians, and staff.

You will triage calls, collect medical information, arrange appointments, and ensure smooth intake and referral processing while adhering to department guidelines and service standards.

Qualifications

• Bachelor's degree in health administration or related field preferred.
• Up to 1 year of healthcare and/or customer service experience ideal.
• Strong communication, organizational, and customer service skills required.

Responsibilities

• Provide administrative support and coordination for all aspects of patient care for new patients, primarily via telephone.
• Triaging issues and answering questions to resolve requests in real time.
• Complete patient intake and coordinate with New Patient Coordinator as needed.
• Schedule appointments and manage changes with attention to continuity of care.
• Act as liaison for patients and efficiently route calls per triage guidelines.
• Ensure adherence to SOPs and quality standards in patient care.

Skills

Communication

Customer service

Multi-tasking

Attention to detail

Phone etiquette

PC proficiency

Education

Bachelor's degree in health administration or related field

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 physicians/researchers, and we work with amazing partners, including other Harvard Medical School‑affiliated hospitals.

Responsibilities

• Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone calls
• Triages issues and answers 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 responds 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 refers 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.

Equal Employment Opportunity Statement

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).

Compensation: $45,500.00 - $54,400.00