Patient Experience Specialist

Dana-Farber Cancer Institute; Brookline (MA); On-site; USD 41,000 - 47,000; Full time

Job summary

The Dana-Farber Cancer Institute in Boston is seeking a Patient Representative to serve as the Welcome Center's front-line resource, handling calls and providing administrative support to patient care teams. The role focuses on delivering excellent customer service and coordinating with disease centers to connect patients with the right care teams.

Qualified candidates typically hold a high school diploma or GED (Bachelor’s preferred), and bring strong communication, multitasking, and

Qualifications

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

Responsibilities

• Serve as the first point of contact and triage calls, resolving questions directly when possible.
• Demonstrate independence with knowledge of multiple disease-specific programs.
• Provide administrative support and coordination for patient care, especially for incoming calls.
• Triage issues and respond to general questions; route to disease center team when needed.
• Recognize emergencies and respond using SOPs and critical thinking.
• Provide general institute or program information within scope of authority.
• Perform other administrative duties as requested by Manager/Supervisor.
• Collaborate with disease center teams to ensure coverage and task management.

Skills

Excellent communication

Organizational skills

Time management

Customer service

Multitasking

Problem solving

Phone etiquette

PC proficiency

Medical terminology knowledge

Team player

Education

High school diploma or GED

Bachelor’s degree preferred

Job description

The Dana-Farber Cancer Institute in Boston is seeking a Patient Representative to serve as the Welcome Center's front-line resource, handling calls and providing administrative support to patient care teams. The role focuses on delivering excellent customer service and coordinating with disease centers to connect patients with the right care teams.

Qualified candidates typically hold a high school diploma or GED (Bachelor’s preferred), and bring strong communication, multitasking, and