Protocol Scheduler I

About the role

The Protocol Scheduler is responsible for all aspects of patient scheduling for patients on clinical trials, in accordance with department and protocol specific 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.

Responsibilities

• Schedules appointment ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling and protocol guidelines
• Schedules clinical trial or treatment plan formal protocol required tests and procedures, adhering to protocol schemas and creates patient specific protocol calendars and flow sheets/templates
• Completes and submits all required documentation to determine clearance, eligibility and verification documentation as required by specified regulations
• 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/provider
• Resolves issues directly or ensures appropriate management of call by others
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
• May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials
• Carries out specific processes in the patient scheduling systems so that 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
• Participates in training for new hires
• Prepares, open, and close provider schedules and handles daily schedule changes
• Conduct slide submission as needed

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 or customer service.

Qualifications

Minimum Job Qualifications: The position requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.

Skills

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

Benefits

Under the direction of the scheduling operations management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling and protocol guidelines.

Pay

$45,500.00 - $54,400.00

Schedule

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations.