Patient Records Specialist – International

Location:
450 Brookline Ave, Boston, MA 02215

Category:
Administration Support/Customer Service

Employment Type:
Full time

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

Overview

Under the direction of International Oncology Nurse Director, the International Oncology Medical Records Specialist liaises with the Dana-Farber Cancer Institute, Brigham and Women’s Hospital, International Healthcare Facilities, often working with domestic and international embassies, providers, vendors, and patient/family members to facilitate the health care needs of the Dana-Farber Cancer Institute international oncology patient population. The International Medical Records Specialist is responsible for ensuring an efficient process and promoting high levels of patient and physician satisfaction through comprehensive medical records retrieval. The role will work within the International Patient Center to support the needs of the international oncology patient population.

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.

Requirements

Responsibilities Include:
Effective coordination and organization of materials required for international oncology patients primarily focused on new patients but also including returning / established patients

Appropriately arranges resources and materials to support the highest standard of patient experience and visit for international oncology patients, i.e. review and organize medical records, coordinate receipt of tissue, ensure receipt of new patient appointment packet.

Uses electronic tracking systems to thoroughly document progress in retrieval of pertinent patient materials.

Uses standard processes and protocols to monitor and follow up with patients, embassies, hospitals, and other parties on materials status.

Collaborates with International Oncology Nurse Director and Patient Program Managers to ensure seamless coverage and task management in times of full and partial staffing levels.

Aids patients and those requesting appointments in the process of obtaining translated medical records, occasionally partnering with outside translation agencies.

Maintains standard communication with DF/BCC clinical and support staff with regard to status of patient materials.

Assists in processing paperwork associated with clinical care including: managing materials requests, signing up for EMR portal.

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.

Serves as a liaison for patients including efficient routing of inquiries to appropriate coordinator.

Possesses a level of independence requiring knowledge of multiple disease specific programs.

Provides administrative support and coordination for all aspects of international oncology patient care for new patients, primarily focused on supporting medical records management.

Triage issues and answering general questions, with the goal of resolving requests in real time.

Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.

Ensures quality clinical care and adherence to standard operating procedures and compliance requirements.

Other duties and responsibilities as required

Qualifications

QUALIFICATIONS:
A Bachelor’s Degree in health administration or related field is strongly preferred; related health care and or customer experience

Bilingual or Multilingual and/or multicultural; knowledge of Arabic strongly preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Ability to function as an integral member of the team

Exceptional 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

Ability comprehend and implement new concepts or modifications to processes requests quickly.

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 applicatn to receive consideration for employment without regard to race, color, religion, sex, genderidentity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry,military service, protected veteran status, or other groups as protected by law