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Patient Representative, Welcome Center

Dana-Farber Cancer Institute
Boston

Job Description

POSITION SUMMARY:

The Patient Representative (PR) is the first impression a patient has of Dana-Farber Cancer Institute (DFCI). As the first point of contact, this role is critical to a patients experience and their entry into the DFCI system. PRs provide call center and administrative support for aspects of patient care within the Dana-Farber Welcome Center. PRs work in a call center environment in conjunction with their supervisor and other PRs. They work as a team to problem-solve and collaborate with the goal of providing an excellent patient experience. The PR 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, PRs provide superior customer service to patients, caregivers, clinicians, and staff across multiple disease centers in accordance with the DFCI Customer Service Standards. This role requires excellent customer service skills and comfort with multitasking and problem solving.

Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES:
Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible.
Possesses a level of independence requiring knowledge of multiple disease specific programs.
Provides administrative support and coordination for all aspects of patient care for patients, primarily focused on supporting incoming telephone calls.
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.
Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
Provides general institute, disease, or 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.

PATIENT CONTACT:

Yes, this position entails patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter or patient portal (Partners Patient Gateway). Age population served will depend upon clinical area assigned.

Qualifications

MINIMUM JOB QUALIFICATIONS:
High School Diploma/GED required, Bachelors Degree preferred
Administrative and/or customer service experience strongly preferred
Experience in call center/phone service setting preferred

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
PC proficiency; ability to learn new software quickly
Knowledge of medical terminology is a plus

Employment Type

full time

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