Patient Records Specialist

Job title: Patient Records Specialist

About the Role The Patient Records Specialist coordinates and organizes materials required for new patient visits and provides administrative support for patient care. Based in Boston, this role supports multiple disease centers and ensures timely handling of patient materials.

What You'll Do

• Use electronic tracking systems to document progress and retrieve pertinent patient materials.
• Monitor and follow up with patients, hospitals, and other parties on materials status using standard processes.
• Collaborate with Records Specialists and New Patient Coordinators to ensure seamless coverage during times of full or partial staffing, including assisting with registering, scheduling, or other tasks typically handled by New Patient Coordinators.
• Maintain standard communication with DFCI clinical and support staff regarding the status of patient materials.
• Assist in processing paperwork and administrative tasks for clinical care, including managing materials requests, orders, and records uploading.
• Respond to emails and relay detailed clinical information provided by patients and internal/external providers; escalate as needed.
• Resolve problems independently and escalate issues to management when appropriate.
• Provide administrative support for all aspects of patient care for new patients, primarily focused on materials management.
• Triage issues and answer general questions to resolve requests in real time.
• Recognize emergencies and respond using standard operating procedures and critical thinking.
• Serve as a liaison for patients, routing calls per telephone triage guidelines.
• Schedule appointments following guidelines that support continuity of care and timely communication.
• Arrange resources and materials to support the patient experience and visit (e.g., review/an organize medical records, coordinate receipt of tissue, CDs, etc.).
• Answer telephone calls and emails and manage referral inputs for new patients, relaying detailed information and escalating as needed.
• Strive to meet defined service levels and key performance indicators.
• Provide program-specific information to callers and refer calls as necessary.
• Assist in processing paperwork for clinical care including EMR portal signup.
• Assist in training new staff.
• Other duties as required.

What We're Looking For

• Ability to function independently and support multiple disease-specific programs.
• Strong organizational, administrative, and communication skills; ability to relay detailed clinical information.
• Experience with electronic tracking systems and EMR portals.
• Ability to triage, problem-solve, and escalate issues to management; excellent customer service.
• Capacity to work in a fast-paced environment and meet service levels and KPIs.
• Knowledge of coordinating with clinical and support staff and handling patient materials.

Compensation & Benefits

• Salary: $42,100 - $47,300 per year (USD).
• Work location: Hybrid (2-3 days onsite per week) at 450 Brookline Ave, Boston, MA 02215.
• Location: Boston, MA.