Patient Records Specialist

This position will start in October 2026.

The Patient Records Specialist is responsible for the effective coordination and organization of materials required for a new patient visit. Provides administrative support and coordination for aspects of patient care for new patients and may flex across multiple disease centers or assist in scheduling tasks.

• Uses electronic tracking systems to thoroughly document progress in all tasks, including retrieval of pertinent patient materials.
• Uses standard processes and protocols to monitor and follow up with patients, hospitals, and other parties on materials status.
• Collaborates with fellow Records Specialists and New Patient Coordinators to ensure seamless coverage and task management in times of full and partial staffing levels; may include assisting with registering, scheduling, or performing other tasks that are typically the responsibilities of the New Patient Coordinators.
• Maintains standard communication with DFCI clinical and support staff with regard to status of patient materials.
• Assists in processing paperwork and completing administrative tasks associated with clinical care including managing materials requests, orders, and records uploading.
• Responds to emails and manages other requests as appropriate for new patients; includes relaying detailed clinical information provided by patients, internal/external providers, and other staff.
• Resolves problems independently, ensures continuous communication with New Patient Coordinators, and appropriately escalates issues to management.
• Possesses a level of independence requiring knowledge of multiple disease specific programs.
• Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting materials management.
• Triages issues and answers general questions, with the goal of resolving requests in real time.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines.
• Can comprehend and implement new concepts or modifications to processes quickly.
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
• Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
• Appropriately arranges resources and materials to support the patient experience and visit for new patients, e.g., reviewing and organizing medical records, coordinating receipt of tissue, ensuring the patient hand carries CDs into appointment, ensuring receipt of new patient appointment packet.
• Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate for new patients; collects detailed clinical information and either resolves problems directly or ensures appropriate escalation to management.
• Strives to meet defined service levels and key performance indicators.
• Provides program specific information to callers and refers calls as necessary.
• Assists in processing paperwork associated with clinical care including managing materials requests and signing up for EMR portal.
• Assists in the training of new staff.
• Other duties and responsibilities as required.

• Ability to function as an integral member of the team.
• Excellent communication, organizational, and customer service skills.
• Strong attention to detail.
• Must possess the ability to multi‑task and problem solve on the spot.
• Excellent phone etiquette.
• PC proficiency required.

• Strong preference for candidates with a bachelor’s degree in health administration or a related field, along with up to 1 year of experience in healthcare or customer service.

Supervisory responsibilities:

None.

Patient contact:
Yes, interacts with the adult patient population.

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 range: $42,100.00 - $47,300.00.

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