International Patient Scheduling Specialist

Reporting to the Manager, and in collaboration with clinical and operational leadership, the International Patient Scheduling Specialist is responsible for all aspects of international patient scheduling in accordance with department scheduling guidelines. This role provides superior customer service represents Dana-Farber Cancer Institute and Brigham and Women’s International Office to all international patients, families/escorts, physicians, embassies, governmental health authority’s, foundations, and insurance companies throughout the continuation of the patient’s care coordination.

The International Patient Scheduling Specialist is instrumental in meeting the business needs of the program, assists in all scheduling-related tasks across all disease centers, and maintains language appropriate navigation, effective communication, and culturally sensitive understanding/knowledge to all international stakeholders engaging with the program. This role achieves patient experience and business objectives through managing a broad portfolio of patients, and personally customizing each interaction to create exceptional, world class experiences that encompass Dana-Faber Cancer Institute (DFCI)’s standard of compassion and excellence.

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

• In collaboration with disease center and clinic scheduling teams, partners with care team, patient, and other key stakeholders to manage, schedule, follow up on, and facilitate coordination of all oncology and non-oncology appointments, internally and externally throughout the continuation of care.
• Develops and maintains strong professional relationships and communication with DFCI and BWH key stakeholders including disease center teams, International Patient Center, clinicians, interpreter/ambassadors, referral sources, staff, patients, and families to continually improve operations, maintain quality, and ensure satisfaction.
• Monitor status of referral request and follow-up as necessary to ensure patient receives service on timely basis.
• Coordinates procedures, specialty appointments and other requests with external facilities, including but not limited to treatments, labs, echo, biopsies, line/port placements and removal, radiology, and specialty appointments (e.g., endocrinology, cardiology, dermatology, etc.).
• Arranges telehealth visits per hospital and state/country guidelines for eligible patients, ensuring appropriate communication between internal and external providers, admins, patient/patient representatives, and other key stakeholders.
• Partners with finance and other team members, performs tasks, and otherwise supports processes to ensure appropriate financial clearance is obtained for all appointments.
• Performs past-pending reconciliations and assists department with emergency re-scheduling due to clinic closures or other events.
• Supports management of discharge process including discharge planning, monitoring inpatient cases, and providing necessary coordination with internal care teams, interpreter/ambassador, IPC, scheduling teams, and…