Patient Experience Concierge

Dana-Farber Cancer Institute; Brookline, Northern (MA, KY); Hybrid; USD 41,000 - 47,000; Full time

Job summary

The Patient Representative at Dana-Farber Cancer Institute serves as the first impression for patients, caregivers, clinicians, and staff. Based in Boston, this role provides call center and administrative support within the Welcome Center, triaging questions and directing callers to the appropriate disease center.

Focused on delivering exceptional service, the PR handles a high volume of inquiries, collaborates with disease center teams, and adheres to Customer Service Standards.

Qualifications

• High school diploma or GED; bachelor’s degree preferred.
• Administrative and/or customer service experience preferred.
• Experience in a call center or phone service setting preferred.

Responsibilities

• Serve as first point of contact for patients and referrers; triage calls.
• Provide administrative support for patient care and coordination.
• Triages issues and resolves questions in real time or flags to disease center.
• Collaborate with disease center team to ensure seamless coverage.
• Adhere to standard operating procedures and ensure quality service.

Skills

Customer service

Call center experience

Multitasking

Communication

Phone etiquette

PC proficiency

Medical terminology

Education

High school diploma or GED

Bachelor’s degree preferred

Job description

The Patient Representative at Dana-Farber Cancer Institute serves as the first impression for patients, caregivers, clinicians, and staff. Based in Boston, this role provides call center and administrative support within the Welcome Center, triaging questions and directing callers to the appropriate disease center.

Focused on delivering exceptional service, the PR handles a high volume of inquiries, collaborates with disease center teams, and adheres to Customer Service Standards.