Patient Records Specialist

Job Details

Job ID:

5 Branch Street, Methuen, MA 01844

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Onsite: 100% onsite


The Patient Records Specialist II is responsible for the effective coordination and organization of materials required for a new patient visit. Provides administrative support and coordination for aspects of patient care for new patients and may flex across multiple disease centers or assist in scheduling tasks.

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.


  • Uses electronic tracking systems to thoroughly document progress in all tasks, including retrieval of pertinent patient materials.
  • Uses standard processes and protocols to monitor and follow up with patients, hospitals, and other parties on materials status.
  • Collaborates with fellow Records Specialists and New Patient Coordinators to ensure seamless coverage and task management in times of full and partial staffing levels; This may include assisting with registering, scheduling, or performing other tasks that are typically the responsibilities of the New Patient Coordinators.
  • Maintains standard communication with DFCI clinical and support staff with regard to status of patient materials.
  • Assists in processing paperwork and completing administrative tasks associated with clinical care including managing materials requests, orders, and records uploading.
  • Responds to emails and manages other requests as appropriate for new patients. This includes the responsibility to relay detailed clinical information provided by patients, internal/external providers, and others such as staff from ancillary services.
  • Resolves problems independently, ensures continuous communication with New Patient Coordinators, and appropriately escalates issues to management.
  • Possesses a level of independence requiring knowledge of multiple disease specific programs.
  • Provides administrative support and coordination for all aspects of patient care for new patients, primarily focused on supporting materials management.
  • Triages issues and answers general questions, with the goal of resolving requests in real time.
  • Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
  • Serves as a liaison for patients including efficient routing of calls per telephone triage guidelines.
  • Can comprehend and implement new concepts or modifications to processes requests quickly.
  • 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 patient experience and visit for new patients, i.e. review and organize medical records, coordinate receipt of tissue, ensure patient hand carries CDs into appointment, 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.
  • Strives to meet defined service levels and key performance indicators
  • Provides program specific information to callers and refers calls as necessary.
  • Assists in processing paperwork associated with clinical care including managing materials requests, signing up for EMR portal.
  • 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 or pod.
  • Handles complex materials management processes and is seen as an expert on all aspects of new patient materials management.
  • 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.
  • Other duties and responsibilities as required.


A Bachelor’s Degree in health administration or related field is strongly preferred; a minimum of 12 - 18 months of experience as a Patient Records Specialist I are required.


  • 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

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 characteristics protected by law.

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