Dana-Farber Cancer Institute
New Patient Coordinator - Breast Oncology
Dana-Farber Cancer Institute, Boston, Massachusetts, us, 02298
Overview
New Patient Coordinator - Breast Oncology is a full-time, partially remote (hybrid) role located in Boston, with about 60 days of full onsite training. The NPC is responsible for all aspects of new patient scheduling in accordance with department scheduling guidelines and provides superior customer service to patients, family members, physicians, and staff according to the DFCI Customer Service Standards. The NPC works with a clinical practitioner group including physicians, physician assistants, program nurses, nurse practitioners, and other care providers to facilitate all aspects of patient care. Dana-Farber Cancer Institute is committed to an inclusive, diverse, and equitable environment and to advancing cancer research and patient care while maintaining a patient-centered approach to access and communication. Responsibilities
Provides administrative support and coordination for all aspects of patient care for new patients, primarily supporting incoming telephone calls. Triages issues and answers 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 the New Patient Coordinator. Recognizes emergencies and responds 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 the New Patient Coordinator team to ensure seamless coverage and task management during varying staffing levels. Ensures quality clinical care and adherence to standard operating procedures and compliance requirements. Schedules appointments following guidelines that support continuity of care and timely communication and rescheduling as necessary. Arranges resources and materials to support patient experience and visit, including organizing medical records, coordinating receipt of tissue, and ensuring receipt of new patient appointment packets. Answers telephone calls, responds to emails, and manages other referral inputs for new patients, collecting detailed clinical information and escalating as needed. Provides program-specific information to callers and refers calls as necessary. Schedules patient visits and manages changes, including appointments with one or multiple care providers. Provides information regarding insurance referrals and refers calls as appropriate. Assists in processing paperwork related to clinical care, including materials requests and EMR portal signup. Strives to meet defined service levels and key performance indicators. Other duties and responsibilities as required. Qualifications
A Bachelor’s Degree in health administration or related field is strongly preferred, along with up to 1 year of related healthcare and/or customer service experience. Ability to comprehend and implement new concepts or process modifications quickly. Ability to function as an integral member of the team. Excellent communication, organizational, and customer service skills. Strong attention to detail and the ability to multi-task and problem solve on the spot. Excellent phone etiquette and PC proficiency. Must be able to adapt to a partially remote work arrangement and maintain professional conduct and reliability. EEOC and Inclusion
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. EEOC Poster
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New Patient Coordinator - Breast Oncology is a full-time, partially remote (hybrid) role located in Boston, with about 60 days of full onsite training. The NPC is responsible for all aspects of new patient scheduling in accordance with department scheduling guidelines and provides superior customer service to patients, family members, physicians, and staff according to the DFCI Customer Service Standards. The NPC works with a clinical practitioner group including physicians, physician assistants, program nurses, nurse practitioners, and other care providers to facilitate all aspects of patient care. Dana-Farber Cancer Institute is committed to an inclusive, diverse, and equitable environment and to advancing cancer research and patient care while maintaining a patient-centered approach to access and communication. Responsibilities
Provides administrative support and coordination for all aspects of patient care for new patients, primarily supporting incoming telephone calls. Triages issues and answers 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 the New Patient Coordinator. Recognizes emergencies and responds 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 the New Patient Coordinator team to ensure seamless coverage and task management during varying staffing levels. Ensures quality clinical care and adherence to standard operating procedures and compliance requirements. Schedules appointments following guidelines that support continuity of care and timely communication and rescheduling as necessary. Arranges resources and materials to support patient experience and visit, including organizing medical records, coordinating receipt of tissue, and ensuring receipt of new patient appointment packets. Answers telephone calls, responds to emails, and manages other referral inputs for new patients, collecting detailed clinical information and escalating as needed. Provides program-specific information to callers and refers calls as necessary. Schedules patient visits and manages changes, including appointments with one or multiple care providers. Provides information regarding insurance referrals and refers calls as appropriate. Assists in processing paperwork related to clinical care, including materials requests and EMR portal signup. Strives to meet defined service levels and key performance indicators. Other duties and responsibilities as required. Qualifications
A Bachelor’s Degree in health administration or related field is strongly preferred, along with up to 1 year of related healthcare and/or customer service experience. Ability to comprehend and implement new concepts or process modifications quickly. Ability to function as an integral member of the team. Excellent communication, organizational, and customer service skills. Strong attention to detail and the ability to multi-task and problem solve on the spot. Excellent phone etiquette and PC proficiency. Must be able to adapt to a partially remote work arrangement and maintain professional conduct and reliability. EEOC and Inclusion
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. EEOC Poster
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