Clinical Scheduling Specialist

About the role

This position will start in October 2026. Under the direction of the scheduling operations management team, the role provides appointment scheduling for existing patients, ranging from single physician appointments to complex multi-provider visits and research protocols. The position interfaces with physicians, physician assistants, program nurses, nurse practitioners, and other care providers to facilitate patient care and ensure adherence to department scheduling guidelines.

Responsibilities

• Perform all aspects of established patient scheduling in accordance with department guidelines.
• Provide superior customer service to patients, family members, physicians, and staff in alignment with Dana-Farber Customer Service Standards.
• Obtain detailed clinical information in person, by phone, or electronically.
• Provide basic information regarding insurance referrals and general disease or program-specific details within scope of knowledge.
• Conduct patient and outside provider call triaging; assist in directing patient flow.
• Serve as a liaison between patients, families, and providers; resolve issues or escalate as needed.
• Recognize emergencies and respond using standard operating procedures and critical thinking.
• Schedule complex research protocols involving extensive coordination with in-house studies, grant-funded studies, and industry-sponsored clinical trials.
• Execute specific processes in patient scheduling systems to ensure correct billing and revenue functions.
• Apply clinical, operational, and regulatory knowledge of standard care or clinical trial protocols for the patient population coordinated.
• Participate in training for new hires.
• Prepare, open, and close provider schedules; manage daily schedule changes.
• Conduct slide submission as needed.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities Required

• Ability to multi-task and function as an integral team member.
• Excellent verbal and written communication skills.
• Strong computer, customer service, problem-solving, and organizational skills.

Minimum Job Qualifications

• Bachelor’s degree in health administration or a related field preferred.
• Up to 1 year of experience in healthcare or customer service.

Patient Contact

Yes, interacts with the adult patient population.