Patient Representative

About the role

The Patient Representative (PR) is the initial point of contact for Dana-Farber Cancer Institute (DFCI), providing call center and administrative support for patient care within the Dana-Farber Welcome Center. This role is crucial for a patient’s experience and entry into the DFCI system.

Responsibilities

• Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible
• Possesses a level of independence requiring knowledge of multiple disease specific programs
• Provides administrative support and coordination for all aspects of patient care for patients, primarily focused on supporting incoming telephone calls
• Trips issues and answers general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for disease center team
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
• Provides general institute, disease, or program-specific information to callers/patients within the scope of knowledge and authority
• Performs other administrative duties and tasks as requested by Manager/Supervisor
• Able to quickly comprehend and implement new concepts or modifications to processes
• Collaborates with disease center team to ensure seamless coverage and task management in times of both full and partial staffing levels
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements

Requirements

• High school diploma or GED, with a bachelor’s degree preferred
• Administrative and/or customer service experience is strongly preferred, and experience in a call center or phone service setting is also preferred

Qualifications

• Knowledge of medical terminology is a plus

Skills

• Excellent communication, organizational, time management, and customer service skills
• Strong attention to detail
• Ability to multi-task and problem solve on the spot
• PC proficiency; ability to learn new software quickly

Benefits

Dana-Farber Cancer Institute offers a supportive and inclusive environment where every patient, family, and staff member feels they belong. As an equal opportunity employer, we commit to hiring the most dedicated and compassionate professionals.

Pay

$41,200.00 - $46,500.00

Schedule

Location in Boston and the surrounding communities