Dana-Farber Cancer Institute Clinical Scheduling Specialist in Boston, Massachusetts

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.


A Clinical Scheduling Specialist is responsible for all aspects of patient scheduling in accordance with department scheduling guidelines. They provide superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. General Schedulers are able to assist in all scheduling-related tasks across disease centers and play a critical role in facilitating all aspects of patient care.


  • Under the direction of the clinical practice support management team, provides appointment scheduling ranging in complexity from one physician appointment to multiple care provider appointments in accordance with scheduling guidelines for established patients

  • Obtains detailed clinical information by telephone or electronically.

  • May provide basic information regarding the need for insurance referral(s).

  • Provides general disease or program-specific information to callers/patients within the scope of knowledge and authority.

  • Performs independent patient and outside provider call triaging

  • Serves as a liaison between patient/family/provider.

  • Resolves issues directly or ensures appropriate management of call by others.

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

  • May be required to perform other duties as required by the clinical practice support team.

  • May provide general support and coordination for all aspects of patient care for established patients, including filing, data entry, telephone support, etc.

  • Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.

  • Participates in clinical systems training for new hires and may teach or participate in the planning of patient services refresher courses as needed.

  • Prepares open and close provider schedules and handles daily schedule changes.

  • Performs past-pending reconciliations.

  • Enters data into patient care related databases.


  • Bachelor’s Degree and/or greater than 6 months in Patient Representative role required

  • Experience working in a medical or customer service setting preferred


  • Ability to function as an integral member of a team

  • 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

  • Demonstrated ability to carry out complex scheduling as required

  • Demonstrated ability to draft reports, correspondence and other administrative documents pertaining to patient scheduling as needed

  • PC proficiency

  • Knowledge of medical terminology preferred


No supervisory responsibilities.


Yes 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.


Ability to operate computer, keyboard, telephone system, fax machine, and standard office equipment required. While performing the duties of this job, the employee is occasionally required to stand, sit, walk; use hands to handle objects and office supplies, reach with hands and arms. External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.


Physical Demands



External and internal applicants, as well as position incumbents who become disabled as defined under state or federal law, must be able to perform the essential job functions (as listed within the job description) either unaided or with the assistance of a reasonable accommodation.


The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Job ID: 2017-6765

Grade: 18

External Company URL: www.dana-farber.org