Job Description

Overview

The Clinical Scheduling Specialist (CSS) in Pediatric Oncology will represent the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI) and the Jimmy Fund Clinic (JFC).

As the first point of contact, this role is critical to a patient’s experience and entry into the DFCI system. CSS are responsible for all aspects of phone triage and administrative support for aspects of patient care within the JFC. They provide superior customer service to all JFC patients, family members, physicians, and staff at all times in accordance with the DFCI Customer Service Standards.

The CSS role is essential to institute operations, simultaneously working with multiple disease centers and serving as the primary triage point for connecting patients with the most appropriate group to meet their needs. As a liaison for incoming calls, this role requires excellent customer service skills and comfort with multitasking and problem-solving.

This is a hybrid position requiring 2 days per week onsite. The selected candidate must live and work from one of the New England states (ME, NH, VT, MA, RI, CT)

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.

Responsibilities

• Serves as the first point of contact and liaison for established patient calls including VNA and labs by triaging calls and resolving questions directly whenever possible.
• Triages issues and answers general questions, with the goal of resolving requests in real time. If unable to answer all patient questions, triage to or take detailed message for disease center team.
• Serves as a liaison between patient/family/provider.
• Schedules and reschedules appointments for patients in the Jimmy Fund Clinic and appointments at Boston Children’s Hospital.
• May provide general support and coordination for all aspects of patient care for established patients, including filing, data entry, telephone support, etc. 
• Possesses a level of independence requiring knowledge of multiple disease specific programs.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Provides pediatric oncology disease, and program-specific information to callers/patients within the scope of knowledge and authority.
• Performs other administrative duties and tasks as requested by Manager/Supervisor.
• Able to quickly comprehend and implement new concepts or modifications to processes.
• Collaborates with disease center team to ensure seamless coverage and task management in times of both full and partial staffing levels.
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
• May be required to perform other duties as required by the clinical practice support team. .

Qualifications

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

MINIMUM JOB QUALIFICATIONS:

• High school diploma required

• A Bachelor’s Degree in health administration or related field is strongly preferred ,  and/or a minimum of 1 year of related health care and/or customer service experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Ability to function as an integral member of a team
• Excellent communication, organizational, time management, and customer service skills
• Strong attention to detail
• Ability to multi-task and problem solve on the spot
• Excellent phone etiquette
• Demonstrated ability to carry out complex scheduling as required
• Demonstrated ability to draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed
• PC proficiency
• Ability to work productively in a remote environment
• Knowledge of medical terminology preferred

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 characteristics protected by law.

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