Job Description

Overview

Reporting to the Manager, and in collaboration with clinical and operational leadership, the International Patient Liaison is the primary point of contact and ambassador representing Dana-Farber Cancer Institute and Brigham and Women’s International Office to all international patients, families/escorts, physicians, embassies, governmental health authority’s, foundations, and insurance companies throughout the continuation of the patient’s care coordination. This role is instrumental in meeting the business needs of the program, provides exceptional customer service, and maintains language appropriate navigation, effective communication, and culturally sensitive understanding/knowledge to all international stakeholders engaging with the program. The International Patient Liaison achieves patient experience and business objectives through managing a broad portfolio of patients, and personally customizing each interaction to create exceptional, world class experiences that encompass Dana-Faber Cancer Institute (DFCI)’s standard of compassion and excellence.

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. W e 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.

Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES:

• Acts as primary 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 full cycle of oncology and non-oncology medical services for international patients, ensuring all needs of the patients and families are met throughout their visit.
• Manages billing and payments to provide timely, seamless service.
• Manages letters of guarantee process ensuring financial goals of the organization are met
• Manages submission of treatment plans and writing of medical documentation to referring entities as necessary with close collaboration with Nurse Director, Nurse Navigators, and the medical oncology 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.
• Manage repatriation and post-repatriation processes.
• 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.
• Participates in training and onboarding of new hires.
• Other duties and responsibilities as required.

Qualifications

MINIMUM JOB QUALIFICATIONS:

• High school diploma required; Bachelor’s degree preferred
• 3 years of administrative and/or customer service experience in a healthcare setting required
• Bilingual or Multilingual preferred; Spanish-speaking required

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Knowledge of medical terminology, specifically within oncology. 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.

SUPERVISORY RESPONSIBILITIES: None

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.

EEO Statement

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 characteristics protected by law.

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