New Patient Coordinator - Melanoma & Cutaneous Oncology

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

Job summary

DANA-FARBER CANCER INSTITUTE, located in Boston, seeks a New Patient Scheduler to manage all aspects of scheduling for new patients, ensuring timely communication and high-quality patient experiences.

You will triage inquiries, collect essential clinical information, coordinate with care teams, and support seamless access to care while adhering to the institute's customer service standards and HIPAA guidelines.

Qualifications

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

Responsibilities

• Provide administrative support and coordination for new patient care, primarily handling incoming calls.
• Triages issues and answers general questions to resolve requests in real time.
• Complete patient intake for callers, including information gathering for escalation if needed.
• Recognize emergencies and respond using SOPs and critical thinking.
• Serve as liaison for patients, routing calls per triage guidelines.
• Collaborate with New Patient Coordinator team to ensure coverage and task management.
• Ensure quality clinical care and compliance with procedures.
• Schedule appointments per guidelines to support continuity of care and timely communication.
• Arrange resources and materials to support patient experience (medical records, tissue contact, arrival packets).
• Answer calls, respond to emails, manage referrals, collect detailed clinical information, escalate as needed.
• Provide program-specific information and refer calls as appropriate.
• Schedule patient visits and manage changes for single or multiple providers.
• Explain insurance referral needs and refer calls when necessary.
• Assist in processing paperwork for clinical care (EMR portal enrollment, etc.).
• Aim to meet service levels and KPIs.
• Other duties as required.

Skills

Communication

Multitasking

Organizational skills

Customer service

Phone etiquette

PC proficiency

Education

Bachelor's degree in health administration or related field

Job description

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 inclusiveenvironment 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 compassionateprofessionals, 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).

$45,500.00 - $54,400.00