Clinical Administrative Specialist

Under close supervision, the Clinical Administrative Specialist I provides clinical administrative support to physicians, nurses, and other members of the care team in their clinical practices in support of Dana-Farber Cancer Institute’s mission. This role is a key member of the care team, facilitating real-time communication and providing accurate patient information to clinicians using various communication systems. Following established triage guidelines, the Clinical Administrative Specialist I routes patient and caregiver symptom management questions, general requests, and inquiries to the appropriate team member. The position assumes responsibility for various aspects of care coordination and serves as a liaison between patients and clinical staff, supporting efficient, patient-centered care delivery.

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.

Primary Duties and Responsibilities

Under close supervision, performs the following:

• Provide clinical administrative support for the department, clinicians, and/or faculty, including managing routine administrative tasks that support day-to-day clinical operations.
• Serve as a liaison between patients and clinical staff, ensuring timely and accurate communication and facilitating coordination of care.
• Triage incoming patient messages and requests (phone, portal, and other communication channels) to relevant clinical team members in accordance with established triage guidelines; respond to patient inquiries within defined scope.
• Draft and prepare patient correspondence, including letters, disability paperwork, and other documentation, ensuring completeness, accuracy, and timely processing.
• Request and track medical records from external institutions and ensure that relevant information is routed to appropriate clinical team members.
• Manage reference lab orders and portal input, including entering and updating information accurately and distributing results or notifications to the care team as appropriate.
• Distribute incoming patient materials (e.g., forms, records, reports) to relevant team members and maintain organized workflows for document handling.
• Perform data entry and maintain accurate records in applicable systems, including electronic medical records and other clinical or administrative databases.
• Provide email and phone communication with internal and external teams or collaborators, ensuring professional, timely, and clear exchanges of information.
• Maintain a high level of professionalism, discretion, and confidentiality regarding a variety of highly sensitive topics, including protected health information.
• Perform other duties as assigned to support clinical operations and patient care.

Knowledge, Skills and Abilities

• Ability to function as an integral member of a team, building effective working relationships with clinicians, peers, and other staff.
• Excellent written and oral communication skills, with the ability to communicate clearly and professionally with patients, caregivers, and colleagues.
• Strong customer service skills and the ability to interact professionally with patients, families, peers, and leadership, including in emotionally charged situations.
• Ability to prioritize tasks, problem solve in real time and escalate issues appropriately within established guidelines.
• Proficiency with personal computers and standard office software (e.g., email, word processing, spreadsheets); ability to learn and use electronic medical records and other clinical systems.
• Strong organizational skills with the ability to multi-task, manage competing priorities, and follow through on assignments with attention to detail and accuracy.
• Ability to work productively in a remote or hybrid environment, including managing time effectively and maintaining reliable communication.
• Ability to maintain confidentiality and handle sensitive information in accordance with institutional policies and regulatory requirements.
• Knowledge of medical terminology preferred.

Minimum Job Qualifications

• High school diploma or equivalent required. Bachelor’s degree in Healthcare Administration or related field preferred.
• Minimum of one year related healthcare and/or customer service experience required.
• Experience in a clinical or medical office setting preferred.

License/Certification/Registration Required: None

Supervisory Responsibilities: No

Patient Contact: No