Patient Representative I

As the first point of contact at Dana-Farber Cancer Institute (DFCI), the Patient Representative (PR) plays a critical role in shaping a patient’s experience and facilitating their entry into the DFCI system. PRs provide call center and administrative support within the Dana-Farber Welcome Center, working collaboratively to problem-solve and ensure an excellent patient experience. This role is essential to Institute operations, serving as the primary triage point for connecting patients with the most appropriate disease centers or resources.

About the role

PRs serve as the first point of contact and liaison for patients or referring providers, triaging calls and resolving questions directly whenever possible. This role requires a level of independence and knowledge of multiple disease-specific programs, along with the ability to provide administrative support for all aspects of patient care, primarily through incoming telephone calls. PRs triage issues, answer general questions, and resolve requests in real time or escalate them to the appropriate disease center team when necessary. They recognize emergencies and respond using standard operating procedures and critical thinking skills, while also providing general institute, disease, or program-specific information within their scope of knowledge.

Responsibilities

• Serve as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible.
• Provide administrative support and coordination for all aspects of patient care, primarily focused on supporting incoming telephone calls.
• Triage issues and answer 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.
• Recognize emergencies and appropriately respond using standard operating procedures and critical thinking skills.
• Provide general institute, disease, or program-specific information to callers/patients within the scope of knowledge and authority.
• Perform other administrative duties and tasks as requested by Manager/Supervisor.
• Quickly comprehend and implement new concepts or modifications to processes.
• Collaborate with disease center teams to ensure seamless coverage and task management during full and partial staffing levels.
• Ensure 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 on the clinical area assigned.

Pay

$41,200.00 - $46,500.00 per year.