The Protocol Scheduler is responsible for all aspects of patient scheduling for patients on clinical trials, in accordance with department and protocol specific scheduling guidelines. Provides superior customer service to all patients, family members, physicians and staff at all times in accordance with the DFCI Customer Service Standards. Assigned to work with a clinical practitioner group consisting of physicians, physician’s assistants, program nurses and nurse practitioners and other care providers, the individuals in this position will play a critical role in facilitating all aspects of patient care and maintaining compliance with protocol requirements.

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.

• Work as an integral part of the CCTI phase 1 clinical research team to ensure accurate and effective scheduling of all assessments needed for patients on clinical trial.
• Coordinates all related clinical trial treatments, tests and procedures, required by each clinical trial while adhering to protocols specific and Dana-Farber scheduling guidelines.
• As all patients in this job family shall be considered high risk or falling under highly regulated services, this job family is responsible for carrying out specialized tasks to support regulatory requirements and patient safety, requiring an understanding of the sequential processes involved in clinical trials and patient treatment plans that fall under specified regulatory controls.
• Carries out or supports patient education in person and/or by telephone, involving effective communication of complex appointment schedules.
• Participates in continuous training and maintains current knowledge of the clinical process, regulatory standards, and requirements that impact the assigned patient population to achieve patient safety, flow and resource utilization goals of the organization and sponsoring agencies.
• Ensures appropriate order placement per disease specific and Dana-Farber Guidelines of required study assessments, including but not limited to: Labs, Radiology, Echocardiograms, Electrocardiograms, Pulmonary Function Tests, Pharmacokinetics
• Responsible for ensuring scheduling templates are updated to reflect any changes affecting patient scheduling.
• May lead or participate in the development of new scheduling systems or processes.
• Act as primary point of contact to the clinical research team, patients, and caregivers regarding all scheduling manners.
• Input and maintain patient data relevant to proper appointment scheduling
• May be responsible for scheduling numerous complex research protocols, involving extensive interaction with those associated with in-house studies, grant-funded studies and industry-sponsored clinical trials.
• Carries out specific processes in the patient scheduling systems so that correct special billing and revenue processes function properly.
• Requires clinical, operational and regulatory knowledge of the standard of care or clinical trial protocol for the patient population coordinated.
• Identify, analyze, and solve problems outside of standard processes.
• Monitor status of referral request and follow-up as necessary to ensure patient receives service on timely basis.
• Arranges telehealth visits per protocol, hospital and state guidelines for patients eligible for telehealth visits. Ensuring appropriate communication between provider, admin, and patient.
• Recognizes emergencies and appropriately responses using standard operating procedures and critical thinking skills.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Time Management: Exceptional organizational skills and ability to organize time and priorities effectively, asking for direction when appropriate. Flexibility to handle multiple tasks and deadline pressures.
• Demonstrated ability to work effectively and considerately with diverse groups of patients, staff and providers while handling various tasks simultaneously.
• Communications skills: Exceptional skills for a varied workforce that includes MD’s RN’s, NP, PA, Fellows, and administrative staff. Requires a high level of empathy, compassion, and confidentiality.
• Quality Assurance: Skills to work efficiently and effectively and strive to do so in all aspects of position.
• Critical Thinking/Decision Making: Ability to take initiative and exercise judgment required. Demonstrated ability to solve problems and function as a resource to other members of the team. Ability to resolve complex issues on behalf of the providers and the patients.

MINIMUM JOB QUALIFICATIONS:

• High School Diploma required. Bachelor’s Degree preferred.
• Customer service, administrative or healthcare experience preferred. Basic knowledge of medical terminology a plus

SUPERVISORY RESPONSIBILITIES: None

PATIENT CONTACT: Indirect (phone)