International Patient Services Jobs (NOW HIRING)

PRIMARY DUTIES AND RESPONSIBILITIES:  

• Acts as initial point of contact for international oncology patients, families/escorts, and other external entities, ensuring seamless coordination of patient care and operations and departmental business needs are met by liaising with various clinical and administrative staff within DF and BWH. 

• Develops and maintains strong professional relationships and communication with DFCI and BWH key stakeholders including disease center teams, International Patient Center, clinicians, interpreter/ambassadors, referral sources, staff, patients, and families to continually improve operations, maintain quality, and ensure satisfaction. 

• Manages cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures at affiliated locations, including the Dana-Farber/Brigham and Women’s Cancer Center and Brigham and Women’s Faulkner Hospital.  

• Independently problem solves and manages cases, planning all inpatient and outpatient care with providers for consultation, diagnosis, and medical procedures. 

• Manages the intake process of oncology and non-oncology medical service consultations for international patients, ensuring all needs of the patients and families are met throughout their intake and arrival to DFCI. 

• Manages initial submission of treatment plans and cost estimates, as needed, to referring entities as necessary with close collaboration with Nurse Director, Nurse Navigators, and the Finance team.  

• Develops, interprets, affects and maintains Standard Operating Procedures (SOPs) in collaboration with leadership. 

• Carries out major assignments in conducting the operations of the international office business through managing extensive patient portfolios.   

• Develops and maintains resources for patients in collaboration with marketing, development and other institute resources. 

• Manages discharge process including discharge planning, monitoring inpatient cases, and providing necessary coordination with internal care teams, interpreter/ambassador, IPC, scheduling teams, and external stakeholders. 

• Delivers concierge-level attention for each patient. 

• Serves as on-call, after-hours contact to provide international patients assistance with the coordination of medical care outside of regular business hours as needed. 

• Responsible for adherence to standard operating procedures, compliance requirements and meeting defined service levels/key performance indicators related to patient care.  

• Collaborates on the development and implementation of programmatic initiatives to optimize operations and programmatic development. 

• Collaborates with fellow international team members to ensure seamless coverage and task management in times of full and partial staffing levels; This may include assisting with requesting, tracking, organizing, or otherwise managing new or established patient needs and performing tasks that are typically the responsibilities of peers. 

• Participates in training and onboarding of new hires. 

• Other duties and responsibilities as required.  

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:  

• Knowledge of medical terminology. Knowledge of patient scheduling preferred. 

• Strong analytical, decision making and time management skills. 

• Exceptional computer skills and knowledge of Microsoft Office (operating systems, word processing, database, electronic mail, Internet, spreadsheet), Customer Relationship Manager (CRM) tools. Knowledge of Epic preferred. 

• Strong problem-solving skills including the ability to resolve complex issues on behalf of the providers and the patients. 

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

• Exceptional oral and written communication skills including email etiquette. 

• Strong critical thinking and process improvement skills. 

• Ability to relate to and collaborate with a varied workforce and patient base in a highly matrixed organization. 

• Ability to relate to patients from varied countries and backgrounds, and to respond to their needs demonstrating a great deal of cultural awareness and sensitivity. 

• Ability to manage multiple priorities and meet deadlines in a fast-paced environment. 

• Ability to handle sensitive and confidential information discreetly. 

• Ability to adapt to changing priorities and champion change within peers. 

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

• Team player. 

• Ability to troubleshoot problems expeditiously and uses discretion to determine when escalation is needed. 

SUPERVISORY RESPONSIBILITIES: None 

PATIENT CONTACT:  

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