Patient Representative I

Dana-Farber Cancer Institute; United States; On-site; USD 38,000 - 52,000; Full time

Job summary

Dana-Farber Cancer Institute in Boston, MA is seeking a Patient Representative to be the first impression for patients, handling call center inquiries and administrative coordination within the Welcome Center.

You will triage calls, provide information, support disease centers, and collaborate with teams to ensure timely, compassionate patient service. High school diploma or GED and prior customer service experience preferred.

Qualifications

• High school diploma or GED required; bachelor's degree preferred.
• Experience in call center or customer service preferred.
• Ability to multi-task and resolve questions in real time.

Responsibilities

• Triages calls and resolves questions directly when possible.
• Provides administrative support for patient care in the Welcome Center.
• Directs inquiries to disease center teams when needed.
• Recognizes emergencies and follows SOPs.
• Maintains patient information with accuracy and confidentiality.

Skills

Communication

Organizational skills

Time management

Customer service

Problem solving

Phone etiquette

PC literacy

Medical terminology (plus)

Education

High school diploma or GED

Bachelor’s degree preferred

Job description

Overview

The Patient Representative (PR) is the “first impression” a patient has of Dana‑Farber Cancer Institute (DFCI). As the first point of contact, this role is critical to a patient’s experience and their entry into the DFCI system. PRs provide call center and administrative support for aspects of patient care within the Dana‑Farber Welcome Center. PRs work in a call center environment in conjunction with their supervisor and other PRs, working as a team to problem‑solve and collaborate with the goal of providing an excellent patient experience. The PR role is essential to Institute operations, simultaneously working with multiple disease centers and serving as the primary triage point for connecting patients with the most appropriate group to meet their needs.

Responsibilities

• Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible
• Possesses a level of independence requiring knowledge of multiple disease specific programs
• Provides administrative support and coordination for all aspects of patient care for patients, primarily focused on supporting incoming telephone calls
• Triages issues and answers general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for disease center team
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
• Provides general institute, disease, or program‑specific information to callers/patients within the scope of knowledge and authority
• Performs other administrative duties and tasks as requested by Manager/Supervisor
• Able to quickly comprehend and implement new concepts or modifications to processes
• Collaborates with disease center team to ensure seamless coverage and task management in times of both full and partial staffing levels
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements

Knowledge, Skills, and Abilities

• Ability to function as an integral member of a team
• Excellent communication, organizational, time management, and customer service skills
• Strong attention to detail
• Ability to multi‑task and problem solve on the spot
• Excellent phone etiquette
• PC proficiency; ability to learn new software quickly
• Knowledge of medical terminology is a plus

Minimum Job Qualifications

• High school diploma or GED (Bachelor’s degree preferred)
• Administrative and/or customer service experience strongly preferred
• Experience in a call center or phone service setting preferred

Patient Contact

Yes, this position entails patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter or patient portal (Partners Patient Gateway). Age population served will depend upon clinical area assigned.

Equality and Opportunity Statement

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.