Patient Representative

The Attleboro location is looking to fill a Patient Representative II role for a July start date.

The Patient Representative II (PRII) is the “first impression” a patient has of Dana‑Farber Cancer Institute (DFCI), and is critical to a patient’s experience and their entry into the DFCI system. The PRII supports scheduling and assists with training of new or less experienced staff.

PRs work as a team to problem‑solve, provide call center and administrative support and collaborate with the goal of providing an excellent patient experience. The PR simultaneously works with various disciplines and serves 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 disciplines.

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.

We conduct groundbreaking research that advances treatment, we educate tomorrow's physicians/researchers, and we work with amazing partners, including other Harvard Medical School‑affiliated hospitals.

• Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible.
• Provides administrative support and coordination for all aspects of patient care for patients, 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 message for care 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.
• Collaborates with satellite 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.
• Performs other administrative duties and tasks as requested by Manager/Supervisor.
• Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects.
• Participates in the training and mentoring of staff, acting as primary trainer for new hires.
• Participates in developing and maintaining training materials and other resources.
• Reschedules various appointments real-time or after the fact.

KNOWLEDGE, SKILLS, AND ABILITIES

REQUIRED:

• 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
• Treats customers/patients with dignity, compassion, and respect
• Treats others in a courteous, caring and respectful manner.
• Displays teamwork/cooperation
• Displays an understanding of how his/her job relates to the overall work processes and other functional areas
• Displays ability to respond constructively to peer and supervisory suggestions and direction.
• Is punctual for start of shift and after breaks
• Maintains attendance as scheduled
• Able to quickly comprehend and implement new concepts or modifications to processes
• Ability to operate independently with minimal supervision

MINIMUM

JOB QUALIFICATIONS:

• High School Diploma/GED required, Associate or bachelor’s degree preferred.
• 3 year experience working in a medical or customer service setting (Degree may substitute for experience)
• Administrative and/or customer service experience strongly preferred
• Experience in call center/phone service setting preferred

Dana‑Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$45,000.00 - $50,100.00