Posted in Other 30+ days ago.
Type: Full Time
Overview
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 patient s 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.
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.
Requirements
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.
Qualifications
MINIMUM JOB QUALIFICATIONS:
* High School Diploma/GED required, Bachelor s 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
* Ability to work productively in a remote environment
* PC proficiency; ability to learn new software quickly
* Knowledge of medical terminology is a plus
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 groups as protected by law.
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