Protocol Scheduler Job at Dana-Farber Cancer Institute (Boston)

Job Description

The Protocol Scheduler I is responsible for all aspects of patient scheduling for patients on clinical trials, in accordance with department and protocol specific scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician’s assistants, program nurses and nurse practitioners and other care providers, the individuals in this position will play a critical role in facilitating all aspects of patient care and maintaining compliance with protocol requirements.

Job Responsibility

Responsible for all aspects of patient scheduling for patients on clinical trials, in accordance with department and protocol specific scheduling guidelines
Provides superior customer service to all patients, family members, physicians and staff
Play a critical role in facilitating all aspects of patient care and maintaining compliance with protocol requirements
Provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments
Responsible for scheduling clinical trial or treatment plan formal protocol required tests and procedures, adhering to protocol schemas
Creates patient specific protocol calendars and flow sheets/templates
Completes and submits all required documentation to determine clearance, eligibility and verification documentation
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
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
Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly
Participates in training for new hires
Prepares, open, and close provider schedules and handles daily schedule changes
Conduct slide submission as needed

Requirements

Ability to multi-task and function as an integral member of the team
Excellent verbal and written communication skills required
Excellent computer, customer service, problem solving, and organizational skills required
Bachelor’s degree in health administration or a related field preferred
Up to 1 year of experience in healthcare or customer service preferred

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Protocol Scheduler

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