ROI Customer Advocate

Job Details

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Job ID:

27 Dry Dock Ave, Boston, MA 02210

Medical Billing /Coding

Employment Type:
Full time

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


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 position will require the new hire to be onsite full time.


  • Customer Service
    • Serves as Department Receptionist
    • Follows up with requestors regarding delay 
    • Educates requestors on procedures for obtaining medical record information 
    • Responds to telephone inquiries from patients, attorneys, insurance companies, and DFCI clinical and professional staff regarding Release of Protected of Health Information
    • Requests and responds to clinics regarding FMLA, PFML, and Disability requests
  • Authorization Screening 
    • Reviews authorization for completeness. Follows up as necessary
    • Returns requests for insufficient information to clinics or patient or requestor
    • Processes emergency fax requests as required
  • Processes Requests
    • Releases health information by facsimile in emergency situations after verification according to procedure
    • Retrieves medical records as necessary from off site vendor
    • Opens mail, stamps date received and confirms medical record number
    • Screens health records for any confidential and sensitive information that is not covered under a general authorization. (Records containing confidential or sensitive can only be released with an authorization specifically stating the type of information that is being released)
    • Operates computerized tracking system to enter/edit and/or access information. Utilizes electronic health record to print computerized PHI 
    • Meets productivity standards established by manager
    • Provides manager with daily statistics to ensure that staffing levels reflect workload requirements 
    • Requests CD's from Imaging


  • One year experience in a health related field 
  • Computer, data entry and experience with working with a high degree of detail
  • High school education preferred.
  • Experience using medical information systems
  • Communicates a thorough knowledge of the confidentiality and privacy laws established by Federal and State guidelines and adhere to DFCI and departmental policies
  • Demonstrates strong interpersonal skills to include excellent oral communication skills along with the delivery of exemplary customer service
  • Ability to work in a fast pace environment. Under this type of pressure, must determine pertinent health information needed for the care of the patient
  • Must be detailed oriented
  • Must have ability to multi-task and adapt to changes quickly 
  • Must have the ability to work both independently and as part of a team 
  • Must be self-motivated, proactive in communicating progress and issues, able to manage time effectively to meet deadlines and prioritize workload. Ability to act professionally to ensure that PHI is kept confidential. 

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 At 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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