New Patient Coordinator

About the role

This position will start in October 2026. This position is responsible for all aspects of new patient scheduling in accordance with department scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone calls.

Responsibilities

• Trips 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 disease center New Patient Coordinator
• Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines
• Collaborates with New Patient Coordinator team to ensure seamless coverage and task management in times of full and partial staffing levels
• Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary
• Arranges resources and materials to support the highest standard of patient experience and visit, i.e. review and organize medical records, coordinate receipt of tissue, ensure receipt of new patient appointment packet
• Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate for new patients. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services, and either resolve problems directly or ensure appropriate escalation to management
• Provides program specific information to callers and refer calls as necessary
• Schedules patient visits, and manages changes, ranging in complexity for one physician appointment to multiple care provider appointments
• Provides information to the patient regarding the need for insurance referral(s) and refers calls as appropriate
• Aids in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portal
• Strives to meet defined service levels and key performance indicators

Requirements

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 and/or customer service.

Qualifications

• Ability to comprehend and implement new concepts or modifications to processes requests quickly
• Excellent communication, organizational, and customer service skills
• Strong attention to detail
• Must possess the ability to multi-task and problem solve on the spot
• PC proficiency required

Skills

Knowledge of healthcare systems and policies, excellent interpersonal and communication skills, strong organizational and multitasking abilities, and the ability to handle sensitive and confidential information.

Benefits

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute offers a comprehensive benefits package including health, dental, vision, retirement plans, and more.

Pay

$45,500.00 - $54,400.00

Schedule

Full-time position