Dana-Farber Cancer Institute
A Clinical Scheduling Specialist is responsible for all aspects of patient scheduling in accordance with department scheduling guidelines. They provide superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. General Schedulers are able to assist in all scheduling-related tasks across disease centers and 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 scheduling guidelines for established patients
Obtains detailed clinical information 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
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 support and coordination for all aspects of patient care for established patients, including filing, data entry, telephone support, etc.
Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
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.
Bachelors Degree and/or greater than 6 months in Patient Representative role required
Experience working in a medical or customer service setting preferred
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
Knowledge of medical terminology preferred