Network Float New Patient Coordinator - Merrimack Valley

Location US-MA-Methuen
Job Posted Date 2 weeks ago(3/24/2020 6:34 AM)
Job ID
Administration Support/Customer Service
full time
Location : Address
5 Branch Street
Location : City


The New Patient Coordinator 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 new patients. This role highlights features of customer service and administrative responsibilities.


This position will have the home base of Milford, South Shore or Merrimack Valley. Travel is required to other satellite locations on a weekly basis to ensure that the Float NPC understands all the processes at the specified locations.  At times, the Float NPC will be expected to cover on site if the Satellite NPC is out on leave, out sick or on vacation.  Remote coverage only for these situations will be determined acceptable by the Satellite Operations Directors.



  • Provides administrative support and coordination for scheduling new patients at the Satellites .
  • Schedules new patient appointments following guidelines set at each of the Satellites and a high standard of timely communication and rescheduling as necessary.
  • Appropriately arranges for interpreter services to support the scheduling of new patients.
  • Answers telephone calls, as appropriate for new patients. This includes the responsibility to collect 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 responds using standard operating procedures and critical thinking skills.
  • Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines.
  • Schedules patient visits, and manages changes to the patients appointment.
  • Provides information to the patient regarding the need for insurance referral(s), and refers calls as appropriate.
  • Provides information to patient regarding insurance approval and coverage.
  • Schedules FIO appointments for patients when needed.



  • 2+ years of administrative and/or customer service experience required
  • 2+ years of medical office/healthcare experience preferred
  • Excellent communication, organizational, and customer service skills
  • Strong attention to detail
  • Excellent phone etiquette
  • PC proficiency required
  • Knowledge of medical terminology is a plus


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