Clinical Administrative Support Specialist

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Job ID:

450 Brookline Ave, Boston, MA 02215

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Full Remote: 4-5 days remote/wk


This position is responsible for all aspects of patient scheduling in accordance with department 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, technical supervisors, technical staff, program nurses and nurse practitioners and other care providers, the individual in this position will play a critical role in facilitating all aspects of patient care.

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.

The clinic is the outpatient care location for all of the Dana Farber Pediatric Oncology care programs including the Solid Tumor Center, the Stem Cell transplant Center, the Brain Tumor Center, the Hematologic Malignancy Center, the Perini Survivorship Clinic, and the Division if Pediatric Psychosocial services. Inside the clinic patients receive physician, nursing, community, and psychological care. The clinical services include lab work, infusions of chemotherapy, cellular products and non-chemo agents as well as blood transfusions. We also perform outpatient procedures under anesthesia in our own procedure suite. While patients are in the clinic, child life specialists engage patients with a variety of activities including crafts and music therapy.

Dana Farber is also a teaching hospital where we train fellow doctors to become full oncology attendings. If you are interested in reading more about the history of the Jimmy Fund Clinic within the story of modern cancer treatments.


  • Under the direction of the clinical practice support management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with department scheduling guidelines for new and/or existing patients. 
  • Performs front desk check-in and check-out functions (may defer complicated scheduling to Clinical Administrative Support Specialists as needed)..The Clinical Administrative Support Specialist Role is crucial to the Jimmy Fund Clinic. The CASS are the first face the families see when they walk into clinic. The warm welcome and professional service they receive
  • Obtains detailed clinical information face-to-face, by telephone or electronically.
  • 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 required to perform other duties as required by the clinical practice support team.
  • May provide general administrative support and coordination for all aspects of patient care for both new and/or established patients, including filing, document preparation, data entry, telephone support, etc. 
  • 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 clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.
  • Prepares open and close provider schedules and handles daily schedule changes
  • Enters data into patient care related databases.
  • May be responsible for mini-registrations, insurance verification and clinical intake for new patients.
  • May be required to perform other duties as required by the clinical practice support team.
  • Prepares complex documents, processes disability forms, prescription plan refill processing or other patient care forms. 
  • May review protocol documents and generate scheduling templates for all protocols and necessary revisions for protocol amendments. 
  • Transmits images from the workstation to a web-based distribution system for displaying of images to be reviewed.
  • Verifies that images were pushed to exhibit, and follows up on images that go into error status.
  • Creates an upload order and reconciles demographic information in applicable systems.
  • Responsibilities Specific to Satellite Centers.
  • Responsible for complex scheduling activities associated with patients arriving from main campus, other centers or other outside entities and coordinating 2nd opinion physicians, specialists, dieticians, etc.
  • Evaluate high risk patients and directs the team appropriately.
  • May navigate new patients and educate them about all available services.
  • Coordinate care with main campus and facilitate appointments. Track referrals and generate reports to evaluate with entities are sending patients.


  • Bachelor's degree strongly preferred.
  • Experience working in a medical or customer service setting preferred.
  • Knowledge of medical terminology preferred.
  • Ability to multi-task and function as an integral member of the team.
  • Excellent verbal and written communication skills required.
  • Excellent computer, customer service and problem solving skills required.
  • Demonstrated ability to carry out complex scheduling as required.
  • Demonstrated ability to draft complex reports, correspondence and other administrative documents pertaining to patient scheduling as needed.

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 groups as protected by law.

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