Satellite Patient Representative, Full Time Remote

Overview

The Satellite Patient Representative (PR) is the “first impression” a patient has of Dana-Farber Cancer Institute (DFCI) when contacting the DFCI Satellite and the role is critical to the caller’s experience. PRs work in a dynamic team environment to problem-solve and collaborate with the goal of providing an excellent call experience. The PR role is essential to institute operations and as a liaison for incoming calls, PRs provide superior customer service to patients, caregivers, clinicians, and staff in accordance with the DFCI Customer Service Standards. This role requires excellent customer service skills and comfort with multitasking and problem solving.

Responsibilities

  • Serve as a liaison for incoming calls and provide superior customer service to patients, caregivers, clinicians, and staff in accordance with the DFCI Customer Service Standards.
  • Work in a dynamic team environment to problem-solve and collaborate with the goal of providing an excellent call experience.
  • Function as an integral member of a team and support institute operations by addressing inquiries and facilitating effective communication.
  • Support patient contact and communication across multiple channels, including phone, in-person, written letters, and patient portal interactions.

Qualifications

  • Excellent communication, organizational, time management, and customer service skills.
  • Strong attention to detail; ability to multi-task and problem solve on the spot; excellent phone etiquette.
  • PC proficiency; ability to learn new software quickly.
  • Knowledge of medical terminology is a plus.
  • This position entails patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter, or patient portal (Partners Patient Gateway).
  • Age population served will depend upon clinical area assigned.
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