New Patient Coordinator

Job Details

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Job ID:

20 Prospect Street, Milford, MA 01757

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Onsite:Up to 1 day remote/wk


The New Patient Coordinator/Financial Counselor II (NPC/FC) is responsible for facilitating the new patient’s appointment/care. Handles complex scheduling and is seen as an expert on all aspects of new patient scheduling and coordination.  Functions as a resource leader/champion in quality improvement/process improvement initiatives.

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.


Clinical Intake and Scheduling

·       Guide patient through the appointment process, including expectations of the first appointment.

·       Coordinate/obtain clinical documentation prior to the first visit, including medical records, pathology slides, and/or radiology films.

·       Work closely with all providers to triage patients of all disease types appropriately.

·       Consult with physicians, as appropriate, to determine urgency of first appointment.

·       Maintain knowledge of current financial arrangements, insurance coverage, and billing procedures at DFCI and the local host hospital.

·       Perform mini registration in Epic, capturing demographic and insurance information, to create a medical record number (MRN) and schedule initial appointment in Epic.

·       Send electronic “new patient packets” to patients.

·       Run daily list of new patients in Epic.

·       Prepare, review, and obtain consents for new patients.

  • Complete new patient check-in: review registration information, consent forms and financial assistance, obtain consent signatures, scan insurance cards, collect proxy and/or power of attorney forms for scanning, and enroll patients on Partners Patient Gateway.

·       Manage multiple provider schedules and have an adequate understanding of which diseases each provider can see.

·       Manage multiple EMRs (e.g. Epic, Meditech) and maintain knowledge of how to navigate all platforms to ensure appropriate insurance, demographic information, and records are available.

·       Have sufficient understanding of how to manage records for all diseases – including which disease specific reports/scans/documentation are required for providers to see a patient at their first visit.

  • Report all newly booked, rescheduled, and cancelled new patient appointments to the network program nurse for new patient intake.

Financial Intake and Counseling

·       Collect accurate demographic and insurance information for all new patients – update Epic registration or send registration shell to Longwood Pre-Registration, as necessary.

·       Identify self-pay or high-risk financial patients and schedule financial counseling appointments (e.g. self-pay, non-participating insurance coverage, potential high coinsurance).

·       Notify Longwood central Access Management of identified established patients switching to high risk insurance or losing coverage.

·       Work directly with identified self-pay and high financial risk new patients or directed established patients to obtain any additional demographic and financial information needed.

·       Utilize real-time automated tools for insurance verification, eligibility, and benefits information - may require contacting insurance carrier.

·       Compile and submit all necessary documents and data to support request for coverage of charges for services to be performed at DFCI.

·       Update insurance and demographic information for new patients and directed established patients, in Epic, as necessary.

·       Accurately and courteously explain policies regarding financial assistance programs and assist patients/families in the completion of applications

·       Coordinate on-site support with Longwood central Access Management, on a daily basis, including, but not limited to, providing financial counseling support, managing patient pre-authorizations, and obtaining signatures for ABNs and other high risk waivers.

·       Scan insurance cards into Epic for all new patients and directed established patients.


The NPC/FC may provide coverage/assistance as needed to the Practice Coordinators as requested by management staff..

·       Assists in the training and mentoring of staff, acting as primary trainer for new hires within the disease center or pod.

·       Assists staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.

·       Assists in developing and maintaining training materials and other resources.

·       Provides guidance and training for pod staff as needed.


Minimum Education:

Associates degree; 2 years of equivalent experience may substitute for degree. Bachelor’s degree preferred Minimum

Experience (yrs/type):

  • 1 of experience as a New Patient Coordinator I at DFCI or equivalent role.
  • Minimum of two years of financial experience in a hospital or ambulatory setting.
  • Prior hospital/physician office scheduling/billing experience.

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.

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