New Patient Coordinator - Pediatric Cellular Therapies

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Job ID:

450 Brookline Ave, Boston, MA 02215

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
PTL Remote: 2-3 days remote/wk


The New Patient Coordintor will report to the Supervisor of the New Patient Coordinators in Pediatrics, and be responsible for the intake of all Pediatric Cellular Therapies patients, coming to our program for Stem Cell Transplant, IEC, or Gene Therapy.  Pediatric Oncology works in collaboration with Boston Children's Hospital for the Admissions of these therapies.

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 is a partially remote job (hybrid) with 3 days per week onsite and 2 days per week remote. The position will be fully onsite during the initial training period (approximately 60 days).



  • Provides administrative support and coordination for all aspects of patient care for new patients to pediatric cellular therapies.
  • Triages issues and answering general questions, with the goal of resolving requests in real time.
  • Completes patient intake for each new patient to pediatric cellular therapies
  • Recognizes emergencies and appropriately respond using standard operating procedures and critical thinking skills.
  • Serves as a liaison for patients including efficient routing of calls and emails per triage guidelines.
  • Collaborates with Cellular Therapies Coordinators (CTCs) team to ensure seamless handoff
  • Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.
  • Schedules appointments following guidelines that support continuity of care and a high standard of timely communication and rescheduling as necessary.
  • Appropriately arranges resources and materials to support the highest standard of patient experience and visit, i.e. review and organize medical records, coordinate receipt of tissue, ensure receipt of new patient appointment packet.
  • Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate for new patients. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services, and either resolve problems directly or ensure appropriate escalation to management.
  • Provides program specific information to callers and refer calls as necessary.
  • Schedules patient visits, and manages changes, ranging in complexity for one physician appointment to multiple care provider appointments.
  • Provides information to the patient regarding the need for insurance referral(s) and refers calls as appropriate.
  • Assists in processing paperwork associated with clinical care including: managing materials requests
  • Strives to meet defined service levels and key performance indicators
  • Other duties and responsibilities as required.
  • Possesses a level of independence requiring knowledge of patient scheduling operations
  • Functions as a content expert/resource leader/champion in quality improvement/process improvement initiatives and projects, as required.
  • Assists in the training and mentoring of staff, acting as primary trainer for new hires within the disease center.
  • Handles complex scheduling and is seen as an expert on all aspects of new patient scheduling and coordination.
  • Assists staff with complex administrative responsibilities and intra/inter-institutional coordination and communication.
  • Assists in developing and maintaining training materials and other resources.



  • Bachelor’s Degree in health administration or related field is strongly preferred

  • Minimum of 12 - 18 months of relevant experience required


  • Ability to comprehend and implement new concepts or modifications to processes requests quickly.
  • Ability to function as an integral member of the team.
  • Excellent communication, organizational, and customer service skills.
  • Strong attention to detail.
  • Must possess the ability to multi-task and problem solve on the spot.
  • Excellent phone etiquette.
  • PC proficiency required.

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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