• Clinical Administrative Support Specialist

    Location US-MA-Boston
    Job Posted Date 1 month ago(9/3/2019 10:19 AM)
    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.

    This position is responsible for all aspects of 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, technical supervisors, technical staff, 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.


    • Under the direction of the clinical practice support management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for new and/or existing patients. 
    • Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Administrative Support Specialists as needed).
    • Obtains detailed clinical information face-to-face, by telephone or electronically.
    • May provide basic information regarding the need for insurance referral(s).
    • Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.
    • Performs independent patient and outside provider call triaging and assists in directing patient flow.
    • Serves as a liaison between patient/family/provider.
    • Resolves issues directly or ensures appropriate management of call by others.
    • Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills.
    • May be required to perform other duties as required by the clinical practice support team.
    • May provide general administrative support and coordination for all aspects of patient care for both new and/or established patients, including filing, document preparation, data entry, telephone support, etc.                                                                                                                                
    • May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.
    • Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
    • Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated. 
    • Participates in clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.
    • Prepares open and close provider schedules and handles daily schedule changes.
    • Performs past-pending reconciliations.
    • Enters data into patient care related databases.
    • May be responsible for mini-registrations, insurance verification and clinical intake for new patients.
    • May be required to perform other duties as required by the clinical practice support team.


    • Bachelor's degree required. Experience working in a medical or customer service setting preferred. Knowledge of medical terminology preferred.
    • Ability to multi-task and function as an integral member of the team. Excellent verbal and written communication skills required. Excellent computer, customer service and problem solving skills required. Demonstrated ability to carry out complex scheduling as required. Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.
    • The hours for this position are 9am - 5:30pm.

    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.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.