Clinical Scheduling Specialist I

About the role

Reporting to the Scheduling Supervisor, this position is responsible for all aspects of established patient scheduling in pediatrics in accordance with department scheduling guidelines. The individual in this role will play a critical role in facilitating all aspects of patient care, providing superior customer service to patients, family members, physicians, and staff at all times in accordance with DFCI Customer Service Standards.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life-changing breakthroughs in cancer research and patient care, united in its mission to conquer cancer, HIV/AIDS, and related diseases.

Responsibilities

• Provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments for existing patients, following department scheduling guidelines.
• Obtains detailed clinical information face-to-face, by telephone, or electronically.
• May provide basic information regarding the need for insurance referral(s).
• Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
• Performs independent patient and outside provider call triaging and assists in directing patient flow.
• Serves as a liaison between patient, family, and provider.
• Resolves issues directly or ensures appropriate management of calls by others.
• Recognizes emergencies and responds appropriately using standard operating procedures and critical thinking skills.
• May schedule numerous complex research protocols, involving extensive interaction with in-house studies, grant-funded studies, and industry-sponsored clinical trials.
• Carries out specific processes in patient scheduling systems to ensure correct special billing and revenue processes function properly.
• Requires clinical, operational, and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.
• Handles daily schedule changes.
• Other duties and responsibilities as assigned.

Requirements

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

Qualifications

The position strongly prefers a bachelor’s degree in health administration or a related field, along with up to 1 year of experience in healthcare or customer service.

Supervisory Responsibilities: None

Patient Contact: Yes, interacts with the pediatric patient population.

Pay

$45,500.00 - $54,400.00 per year, based on market pay structures, individual experience, skills, and qualifications. For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).