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Dana-Farber Cancer Institute Patient Lodging Coordinator 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.

As part of the DFCI Direct Connect team, the Patient Lodging Coordinator is responsible for providing exceptional customer service to all patients, family members, physicians, and staff and connect patients with the appropriate lodging and other resources and services. He/she achieves patient experience and business objectives through personally customizing each interaction to create exceptional, world class experiences that encompass DFCI’s standard of compassion and excellence. The Coordinator facilitates the provision of an easy-to-follow introduction to care from an amenity perspective. Responds to incoming requests for information about resources or services including, but not limited to, assistance researching lodging and transportation options, parking information, and introduction to supportive resources and programs and Dana-Farber’s Patient Care Services. The Coordinator will provide an informational and supportive welcome to help address the overwhelm that patients and families experience when facing a cancer diagnosis. This role will create and manage a streamlined process for providing access to available resources in a staged, manageable process.

  • Serves in welcoming patients and their families to Dana-Farber and assisting them in navigating services and resources offered. He’Hhhs;dfHe/she will provide orientation sessions virtually or in real-time providing an overview of resources available to support patients and their families.

  • Develop welcome materials for business affiliates and patients, tailored to meet the referral source

  • Provides patients and their family members with resources or services as needed, including, but not limited to, assistance researching lodging and transportation options, parking information, introduction to supportive resources and programs, and referral to Patient Care Services as appropriate

  • Collaborate with colleagues in Patient Care Services’ Resource Office and Centers for Patients and Families to maintain and provide consistent information about area amenities.

  • Partner with Patient Care Services and Purchasing to arrange contracted-rate hotel room accommodations for over-income individuals needing access to a place to stay

  • Respond to incoming services requests or coordinate special arrangements by either fulfilling directly or partnering with other departments and local partners/vendors.

  • Communicate with resource specialists supporting income-eligible patients regarding short-term accommodation program and available hotel rooms

  • Ensures that a consistent and exceptional patient experience is delivered in accordance with DFCI customer service standards and service levels

  • Answers telephone calls, responds to emails, and manages other referral inputs, as appropriate. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers, and others.

  • Ensures patient satisfaction and that the needs and expectations of patients in the program are met consistently and efficiently.

  • Cultivates and sustains positive relationships with patients, referring entities, and team members. Supports team to reach mutual objectives.

  • Exercises good judgment and a high degree of discretion in serving as a liaison for patients in the program.

  • May be responsible for the maintenance of resources for patients, including materials regarding hotels, airlines, local restaurants, services, and attractions

  • Maintains accurate records of service requests and status. Maintains records and logs of service requests and tracks their status.

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

  • Collaborates with DFCI Direct team to ensure seamless coverage and task management in times of full and partial staffing levels.

  • Strives to meet defined service levels and key performance indicators

  • Assists in the training and mentoring of staff.

  • Other duties and responsibilities as required.

MINIMUM JOB QUALIFICATIONS:

Bachelor’s degree is required. 1+ years of administrative and/or customer service experience required; healthcare and/or hospitality experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Superior interpersonal and collaboration skills to interact effectively in a complex organizational environment, collaborating with stakeholders

  • The ability to utilize tact, diplomacy, and discretion for all interactions with patients and their families

  • Highly motivated, independent and capable of performing in a fast-paced environment

  • Excellent organizational and problem-solving skills; strong attention to detail

  • Exceptional customer service skills and ability to deescalate and resolve patient concerns

  • Knowledge of medical terminology preferred

  • PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred

PATIENT CONTACT:

Yes, this position entails patient contact and communication, both by phone and in person. Age of population served is primarily adult.

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.

Job ID: 2020-17666

Grade: 19

External Company URL: www.dana-farber.org

Street: 450 Brookline Ave

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