New England HERC

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.
 

PRIMARY DUTIES AND RESPONSIBILITIES:  

• Appropriately arranges receipt of materials to support the highest standard of patient experience and visit for international oncology patients, i.e., review and organize medical records, coordinate receipt of tissue and imaging.  
• Uses electronic tracking systems to thoroughly document progress in retrieval of pertinent patient materials; uses other electronic systems to complete daily tasks. 
• Uses standard processes and protocols to monitor and follow up with patients, embassies, hospitals, and other parties on materials status. 
• Collaborates with International Oncology Nurse Director, International Oncology Nurse Navigator and Patient Program Managers to ensure seamless coverage and task management in times of full and partial staffing levels.  
• Aids patients and those requesting appointments in the process of obtaining translated medical records, directing patients/families to outside translation agencies as needed. 
• Clearly and consistently communicates status of patient materials to Dana-Farber/Brigham and Women?s Cancer Center clinical and support staff. 
• Responds to emails and manages other requests, as appropriate, for new and established international patients. This includes collecting detailed clinical information provided by patients, internal/external providers, embassies, and other key stakeholders. 
• Resolves problems independently and appropriately escalates issues to direct supervisor and Dana-Farber International Patient Center Oncology Nurse Director.   
• Participates in weekly International Patient Center patient review meetings, providing thorough and clear updates on cases where records have been requested. 
• Provides program specific information to callers and redirects calls as necessary. 
• Triages issues and answers general questions, with the goal of resolving requests in real time.  
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.  
• Ensures quality clinical care and adherence to standard operating procedures and compliance requirements. 
• Engages with patients and facilities in different time zones, requiring flexibility in schedule. 
• Strives to meet defined service levels and key performance indicators. 
• Assists in the training of new staff and creation of departmental materials, as needed. 
• Other duties and responsibilities as required. 

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:  

• Proficient in computer applications.  
• Knowledge of multiple disease specific programs. 
• Exceptional communication, organizational, and customer service skills.  
• Excellent phone etiquette.  
• Strong attention to detail. 
• Ability to multi-task and problem solve on the spot.  
• Ability comprehend and implement new concepts or modifications to processes requests quickly. 
• Ability to learn and adapt to using evolving technology and workflow management tools. 
• Ability to function independently as well as an integral member of the team. 

MINIMUM JOB QUALIFICATIONS:  

• High school diploma required; Bachelor?s degree in health administration or related field strongly preferred.  
• 1 year of administrative and/or customer service experience required, preferably in a healthcare setting. 
• Knowledge of medical terminology preferred. 
• Bilingual or Multilingual and/or multicultural required; Spanish fluency preferred. 

SUPERVISORY RESPONSIBILITIES:  

• None 

PATIENT CONTACT:  

• Yes, interacts with the adult oncology patient population 

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 committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate 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.  

EEO Poster

Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate?s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).