Patient Representative I

About the role

The Patient Representative (PR) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI). As the first point of contact, this role is critical to a patient’s experience and their entry into the DFCI system. PRs provide call center and administrative support for aspects of patient care within the Dana-Farber Welcome Center. PRs work in a call center environment in conjunction with their supervisor and other PRs, collaborating as a team to problem-solve and provide an excellent patient experience.

The PR role is essential to Institute operations, simultaneously working with multiple disease centers and serving as the primary triage point for connecting patients with the most appropriate group to meet their needs. As a liaison for incoming calls, PRs provide superior customer service to patients, caregivers, clinicians, and staff across multiple disease centers in accordance with the DFCI Customer Service Standards. This role requires excellent customer service skills and comfort with multitasking and problem solving.

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, primarily focused on supporting incoming telephone calls.
• Triages 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 messages for the 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 the 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 required; bachelor’s degree preferred.
• Administrative and/or customer service experience strongly preferred.
• Experience in a call center or phone service setting preferred.

Skills

• Ability to function as an integral member of a team.
• Excellent communication, organizational, time management, and customer service skills.
• Strong attention to detail.
• Ability to multi-task and problem solve on the spot.
• Excellent phone etiquette.
• PC proficiency; ability to learn new software quickly.
• Knowledge of medical terminology is a plus.

Patient Contact

Yes, this position entails patient contact and communication. Methods of contact are primarily by phone but may also include in-person interactions, written letters, or the patient portal (Partners Patient Gateway). The age population served will depend upon the clinical area assigned.

Pay

$41,200.00 - $46,500.00