Patient Coordinator

New Patient Coordinator

This position will start in October 2026. This position is responsible for all aspects of new patient scheduling in accordance with department 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. Assigned to work with a clinical practitioner group consisting of physicians, physician's assistants, program nurses and nurse practitioners and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care.

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 physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting incoming telephone calls

Triages issues and answering general questions, with the goal of resolving requests in real time

Completes patient intake for each caller, including those resolved, or those requiring action by disease center New Patient Coordinator

Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills

Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines

Collaborates with New Patient Coordinator team to ensure seamless coverage and task management in times of full and partial staffing levels

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 highest standard of patient experience and visit, i.e. review and organize medical records, coordinate receipt of tissue, ensure receipt of new patient appointment packet

Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate for new patients. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services, and either resolve problems directly or ensure appropriate escalation to management

Provides program specific information to callers and refer calls as necessary

Schedules patient visits, and manages changes, ranging in complexity for one physician appointment to multiple care provider appointments

Provides information to the patient regarding the need for insurance referral(s) and refers calls as appropriate

Assists in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portal

Strives to meet defined service levels and key performance indicators

Other duties and responsibilities as required

Ability to comprehend and implement new concepts or modifications to processes requests quickly

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…