As part of the DFCI Direct team, the Patient Liaison is responsible for providing exceptional customer service to all patients, family members, physicians, and staff and ensuring that patients are connected with the appropriate resources and services. This individual 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. They act as a direct point of contact for patients in the program and will assist them in navigating the coordination of their care at Dana-Farber. They respond to incoming services requests or coordinates special arrangements by either fulfilling directly or partnering with other departments and local partners/vendors.

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. We 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.

This position’s work location is hybrid with two or three days per week remote. The selected candidate may only work remote days from a New England state (ME, VT, NH, MA, CT, RI).  

• Bachelor’s degree is preferred.
• 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

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.

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.

EEOC Poster