• New Patient Coordinator I

    Location US-MA-Boston
    Job Posted Date 2 months ago(8/22/2019 8:26 PM)
    Job ID
    Administration Support/Customer Service
    full time
  • Overview

    Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

    The New Patient Coordinator (NPC) is often the 'first impression' a patient has of DFCI. In this role, you provide administrative support and coordination for aspects of patient care for both new and/or established patients. This role highlights features of customer service and administrative responsibilities.


    • Provides administrative support and coordination for all aspects of patient care for both new and/or established patients.
    • Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
    • Appropriately arranges resources to support the highest standard of patient experience and visit, i.e. arranging interpreter services.
    • Answers telephone calls, as appropriate for new and/or established 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.
    • Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills.
    • Provides program specific information to callers and refer calls as necessary.
    • Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines.
    • 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: insurance claims, disability forms, and medical equipment forms.


    • A Bachelor’s Degree in health administration or related field is strongly preferredand/or a minimum of 1 year of related health care and/or customer service experience
    • 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
    • Knowledge of medical terminology is a plus

    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 groups as protected by law.


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