New Patient Experience Coordinator

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

Job summary

Dana-Farber Cancer Institute in Boston seeks a New Patient Coordinator to manage scheduling and intake for new patients, ensuring timely communication and a high standard of service.

You will triage calls, collect detailed clinical information, coordinate with physicians and care teams, process paperwork, and help patients navigate admissions, insurance referrals, and EMR portals with empathy and accuracy.

Qualifications

• Bachelor’s degree in health administration or related field preferred.
• Up to 1 year of healthcare or customer service experience.
• Strong communication, organizational, and customer service skills.
• Ability to multi-task and problem-solve on the spot.
• Excellent phone etiquette.
• PC proficiency required.

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 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.
• Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
• Provides information to the patient regarding the need for insurance referrals 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.

Skills

Excellent communication

Organizational skills

Customer service

Attention to detail

Multi-tasking

Phone etiquette

PC proficiency

Education

Bachelor’s degree in health administration or related field

Tools

EMR portal

Job description

Dana-Farber Cancer Institute in Boston seeks a New Patient Coordinator to manage scheduling and intake for new patients, ensuring timely communication and a high standard of service.

You will triage calls, collect detailed clinical information, coordinate with physicians and care teams, process paperwork, and help patients navigate admissions, insurance referrals, and EMR portals with empathy and accuracy.