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A cover letter and resume are required to apply for this role.

This position is full-time and** **partially remote** **.** **The selected candidate may only work remote** **days** **from a New England state (ME, VT, NH, MA, CT, RI).

Reporting to the Practice Manager for the Division of Social Work, the Clinical Scheduling Specialist II position is responsible for all aspects of patient scheduling in accordance with division scheduling guidelines. Provides superior customer services to all patients, family members, social workers, multidisciplinary providers and staff at all times in accordance with the DFCI Customer Services Standards. The individual will play a critical role in facilitating all aspects of patient care.

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.

+ Under the direction of the scheduling operations management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for existing patients.

+ Obtains detailed clinical information face-to-face, 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 and assists in directing patient flow.

+ 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 responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.

+ Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.

+ Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.

+ Participates in training for new hires

+ Prepares, open, and close provider schedules and handles daily schedule changes.

+ Conduct slide submission as needed.

+ Other duties and responsibilities as assigned.

_In addition to those duties listed above; the following tasks are completed by this role:_

+ Possesses a level of independence requiring knowledge of multiple disease specific programs.

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

+ Oversees accurate completion of designated responsibilities and processes.

+ Participates in committees, meetings and in rollouts of new clinical applications and programs.

+ May participate in the recruiting process by interviewing potential candidates.

+ Assists in the training and mentoring of staff.

+ Responsible for running quality assurance and error reports.

+ Handles complex scheduling and is seen as an expert on the scheduling system.

+ Responsible for ensuring appropriate coverage in the absence of staff or supervisor.

+ May be required to Iead staff meetings in the absence of clinical practice support management.

+ May assist staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.

+ Other duties and responsibilities as assigned.

+ A Bachelor’s Degree in health administration or related field is strongly preferred.

+ A minimum of one year of related health care and/or customer service experience preferred.

KNOWLEDGE, SKIL** **LS, 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

+ 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

+ PC proficiency

+ Ability to work productively in a remote environment

+ Knowledge of medical terminology preferred

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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