Job ID:

450 Brookline Ave, Boston, MA 02215

Administration Support/Customer Service

Employment Type:
Full time

Work Location:
Hybrid: 2-3 days onsite/week


The Protocol Scheduler 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.

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.


  • Responsible for effective and efficient scheduling of clinical trial or protocol patients and/or transplant donors for clinical services and other resources, including but not limited to exam and infusion clinics, donor services, donor network centers, apheresis facilities, cellular product laboratory processing, financial counselor support, care coordination, social work, nutrition, and other professional support services, operating room facilities, nursing support, admission to the hospital and associated beds;
  • As all patients or donors served by this job family shall be considered high risk or falling under highly regulated services, this job family is responsible for carrying out specialized tasks to support regulatory requirements and patient safety, requiring an understanding of the sequential processes involved in clinical trials and patient treatment plans that fall under specified regulatory controls;
  • Responsible for scheduling clinical trial or treatment plan formal protocol required tests and procedures, adhering to protocol schemas and for creating patient specific protocol calendars and flow sheets/templates;
  • Completes and submits all required documentation to determine clearance, eligibility and verification documentation as required by specified regulations;
  • Orders and ensures or carries out the shipping and tracking of lab tests or samples as required;
  • Carries out or supports patient education in person and/or by telephone, involving effective communication of complex steps of the protocol for care;
  • Participates in continuous training and maintains current knowledge of the clinical process, regulatory standards, and requirements that impact the assigned patient population to achieve patient safety, flow and resource utilization goals of the organization and sponsoring agencies;
  • Responsible for ensuring filing or reporting of certain documentation, including patient records, protocol records, quality control and quality assurance reports and the proper and timely posting of updates to the clinical scheduling systems and special databases as needed;
  • May lead or participate in the development of new scheduling systems or processes.

Unique to Cellular Therapies Track

  • Participates in routine case review meetings to represent patients and/or donors managed;
  • Maintains proficiency in operating multiple clinical information systems applications.

Unique to Clinical Research Track

  • Responsible for identifying and utilizing the correct billing scheme when scheduling donor testing and procedures;
  • Participates in disease program clinical research meetings;
  • Participates in the collection, maintenance, and reporting of data for internal and/or external data repositories as required.


  • A Bachelor’s Degree in health administration or related field is strongly preferred, and/or a minimum of 1 year of related health care and/or customer service experience.
  • Demonstrated ability to work in highly regulated environments, such as clinical trials or complex medical systems.
  • Must be detail oriented with excellent verbal and written communication skills. 
  • Ability to manage complex projects through to completion.
  • Proficient with Microsoft Office products and knowledge of electronic medical records system and GE_IDX preferred.
  • Ability to work productively in a remote environment.
  • Ability to work independently, efficiently and effectively.

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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