New Patient Scheduling & Care Liaison

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

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.