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The Patient Representative II (PRII) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI), and is critical to a patient’s experience and their entry into the DFCI system. The PRII supports scheduling and assists with training of new or less experienced staff. PRs work as a team to problem-solve, provide call center and administrative support and collaborate with the goal of providing an excellent patient experience. The PR simultaneously works with various disciplines and servs 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 disciplines.

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.

• Serves as the first point of contact and liaison for patients or referring providers by triaging calls and resolving questions directly whenever possible.

• Answer live calls for our Spanish speaking patients

• 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 care 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

• Collaborates with satellite 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.

• Performs other administrative duties and tasks as requested by Manager/Supervisor

• Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects.

• Participates in the training and mentoring of staff, acting as primary trainer for new hires.

• Participate in developing and maintaining training materials and other resources.

• Reschedules various appointments real-time or after the fact.

• High School Diploma/GED required, Associate or bachelor’s degree preferred.

• Proficiency with Spanish

• 3 year experience working in a medical or customer service setting (Degree may substitute for experience)

• Administrative and/or customer service experience strongly preferred

• Experience in call center/phone service setting preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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

• Treats customers/patients with dignity, compassion, and respect

• Treats others in a courteous, caring and respectful manner.

• Displays teamwork/cooperation

• Displays an understanding of how his/her job relates to the overall work processes and other functional areas

• Displays ability to respond constructively to peer and supervisory suggestions and direction.

• Is punctual for start of shift and after breaks

• Maintains attendance as scheduled

• Able to quickly comprehend and implement new concepts or modifications to processes

• Ability to operate independently with minimal supervision

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.

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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