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Reporting to the Manager, and in collaboration with clinical and operational leadership, the International Patient Concierge is responsible for managing all concierge needs for international patients and families/escorts. This role serves as a warm, professional, and genuine welcome to our guests and aims to ensure all questions and/or concerns are tended to with the highest level of service. Partnering with Dana-Farber Cancer Institute and Brigham and Women’s International Office teams the International Patient Concierge provides exceptional customer service, and maintains language appropriate navigation, effective communication, and culturally sensitive understanding/knowledge to all international stakeholders engaging with the program. This role 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. 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:

• Acts as primary point of contact for international oncology patients/escorts at DFCI through the entirety of their care, ensuring seamless coordination of concierge needs, such as local short- and long-term lodging, air and ground transportation, and banking, religious, diet and cultural tourism accommodations.

• Develops and maintains key external business relationships with hotel/accommodation partners, local banking partners, ground transportation partners, etc. to continually improve offerings, maintain quality, and ensure stakeholder satisfaction.

• Develops and maintains strong professional relationships and communication with DFCI and BWH key stakeholders including International Patient Center, interpreter/ambassadors, referral sources, staff, patients, and families to continually improve operations, maintain quality, and ensure satisfaction.

• 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.

• Manages the development and maintenance of resources for patients, including materials regarding lodging accommodations, airlines, local restaurants, services, and attractions​.

• Independently troubleshoots problems expeditiously and uses discretion to determine when to escalate to other key stakeholders.

• Greets visitors and callers, handles their inquiries, and directs them to the appropriate person.

• Serves as on-call, after-hours contact to provide international patients assistance with the coordination of concierge needs outside of regular business hours as needed.

• Is key collaborator on the development and implementation of programmatic initiatives to optimize operations and programmatic development.

• Runs reports, monitors status of requests, and follows-up as necessary using individual and system tools to ensure seamless service. Strives to meet defined service levels and key performance indicators and standards.

• Collaborates with fellow international team members to ensure seamless coverage and task management in times of full and partial staffing levels; This may include assisting with requesting, tracking, organizing, or otherwise managing new or established patient needs and performing tasks that are typically the responsibilities of peers.

• Participates in training new hires.

• Participates in, initiates, and manages follow up items for meetings including but not limited to individual and international team, care team, embassy, medical advisor, and patient/family/escort meetings.

• Other duties and responsibilities as required.

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; Knowledge of Arabic strongly preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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.

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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