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Direct Patient Liaison
1 month ago
As part of the DFCI Direct team, the Patient Liaison is responsible for providing exceptional customer service to all patients, family members, physicians, and staff and ensuring that patients are connected with the appropriate resources and services. This individual achieves patient experience and business objectives through personally customizing each interaction to create exceptional, world-class experiences that encompass DFCI's standard of compassion and excellence. They act as a direct point of contact for patients in the program and will assist them in navigating the coordination of their care at Dana-Farber. They respond to incoming service requests or coordinate special arrangements by either fulfilling directly or partnering with other departments and local partners/vendors. 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. This position's work location is hybrid with two or three days per week remote. The selected candidate may only work remote days from a New England state (ME, VT, NH, MA, CT, RI). Responsibilities Provides administrative support and coordination for all aspects of patient care within the DFCI Direct program. Ensures that a consistent and exceptional patient experience is delivered in accordance with DFCI customer service standards and service levels. Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others. Completes patient intakes and facilitates record collection, clinical review, and scheduling processes by collaborating with others across the Institute. Provides patients and their family members with resources as needed. Services can include, but are not limited to, support with scheduling appointments, coordination of lodging and transportation, area amenities, visitor arrivals, and other service needs. Ensures patient satisfaction and that the needs and expectations of patients in the program are met consistently and efficiently. Cultivates and sustains positive relationships with patients, referring entities, and team members. Supports team to reach mutual objectives. Exercises good judgment and a high degree of discretion in serving as a liaison for patients in the program. May be responsible for the maintenance of resources for patients, including materials regarding hotels, airlines, local restaurants, services, and attractions. Maintains accurate records of service requests and status. Maintains records and logs of service requests and tracks their status. Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills. Collaborates with DFCI Direct team to ensure seamless coverage and task management in times of full and partial staffing levels. Strives to meet defined service levels and key performance indicators. Assists in the training and mentoring of staff. Other duties and responsibilities as required. Qualifications Bachelor's degree is preferred. 1+ years of administrative and/or customer service experience required; healthcare and/or hospitality experience preferred. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Superior interpersonal and collaboration skills to interact effectively in a complex organizational environment, collaborating with stakeholders. The ability to utilize tact, diplomacy, and discretion for all interactions with patients and their families. Highly motivated, independent and capable of performing in a fast-paced environment. Excellent organizational and problem-solving skills; strong attention to detail. Exceptional customer service skills and ability to deescalate and resolve patient concerns. Knowledge of medical terminology preferred. PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred. 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. 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. #J-18808-Ljbffr
