New Patient Coordinator

Job Ref: 44066 Location: 450 Brookline Ave, Boston, MA 02215 Category: Administration Support/Customer Service Employment Type: Full time Work Location: Hybrid: 2-3 days onsite/week Overview The New Patient Coordinator (NPC) position is responsible for all aspects of new patient scheduling in accordance with department scheduling guidelines. The NPC provides superior customer service to all patients, family members, physicians, and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician’s assistants, program nurses, nurse practitioners, and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life-changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health, particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, educate tomorrow's physician/researchers, and collaborate with partners, including other Harvard Medical School-affiliated hospitals. This is a partially remote job (hybrid) with 3 days per week onsite and 2 days per week remote. The position will be fully onsite during the initial training period (approximately 60 days). Responsibilities Provide administrative support and coordination for all aspects of patient care for new patients, primarily supporting incoming telephone calls. Triages issues and answers general questions, aiming to resolve requests in real time. Complete patient intake for each caller, including those resolved or requiring action by the New Patient Coordinator. Recognize emergencies and respond appropriately using standard operating procedures and critical thinking skills. Serve as a liaison for patients, including efficient routing of calls per telephone triage guidelines. Collaborate with the New Patient Coordinator team to ensure seamless coverage and task management during staffing variations. Ensure quality clinical care and adherence to SOPs and compliance requirements. Schedule appointments following guidelines that support continuity of care and timely communication, rescheduling as necessary. Arrange resources and materials to support the patient experience, such as reviewing and organizing medical records, coordinating receipt of tissue, and ensuring receipt of new patient appointment packets. Answer calls, respond to emails, and manage other referral inputs for new patients, including collecting detailed clinical information and escalating issues as needed. Provide program-specific information to callers and refer calls appropriately. Schedule patient visits and manage changes, from single physician appointments to multiple care provider visits. Inform patients about insurance referral needs and refer calls accordingly. Assist in processing paperwork related to clinical care, including managing material requests and signing up for EMR portals. Strive to meet service levels and key performance indicators. Perform other duties as required.

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