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Responsibilities

• Provides exceptional customer service to all patients, visitors, and team members.
• Creates a welcoming, supportive, and compassionate environment for patients and their families.
• Answers patient inquiries and serves as a resource throughout the patient journey.
• Optimizes patient satisfaction through proactive communication and follow-up.
• Assists in managing the patient waiting experience and communicates updates when appropriate.
• Anticipates patient needs and helps alleviate patient concerns and anxieties.
• Maintains reception and patient-facing areas in a professional manner.
• Assists with patient check-in, check-out, scheduling, and medical record coordination.
• Acts as a liaison between patients, physicians, clinical staff, and administrative teams.
• Assists with answering and routing incoming phone calls.
• Scribes during physician consultations and follow-up appointments, ensuring accurate documentation within the electronic medical record.
• Reviews physician instructions and communicates treatment plans, medication directions, testing requirements, and follow-up recommendations to patients.
• Conducts patient outreach and follow-up throughout IVF, fertility preservation, donor, gestational carrier, and other fertility treatment cycles.
• Sends and responds to patient portal messages, emails, and other patient communications.
• Coordinates treatment milestones and assists patients in completing required steps throughout their care.
• Documents patient interactions and communications accurately and in a timely manner.
• Escalates clinical questions, concerns, or urgent matters to the appropriate provider or clinical team member.
• Collaborates closely with physicians, nurses, care coordinators, financial coordinators, and administrative staff to ensure continuity of care.
• Supports various clinical and administrative workflows as assigned.
• Participates in a rotating Sunday on-call schedule, every 8 weeks.
• Participates in weeknight on call shifts, every two weeks.
• Provides reception and administrative coverage during assigned on-call shifts.
• Assists with patient communication, appointment-related tasks, and operational support as needed.
• Responds promptly to assigned administrative inquiries and patient service requests during on-call coverage.
• Maintains patient confidentiality and HIPAA compliance at all times.
• Demonstrates professionalism, discretion, and sound judgment when handling sensitive information.
• Participates in departmental meetings, training, and process improvement initiatives.
• Performs other duties as assigned.

Requirements

• Strong customer service, patient relations, and communication skills required.
• Excellent verbal and written communication abilities.
• Highly organized with strong attention to detail and problem-solving skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Positive, professional, and team-oriented attitude.
• Ability to work independently while collaborating effectively with multidisciplinary teams.
• Experience with electronic medical records and healthcare software preferred.
• Proficiency with Microsoft Office Suite and general office equipment.
• Prior healthcare, fertility, medical office, concierge, hospitality, or patient coordination experience preferred.
• Knowledge of fertility treatment and reproductive healthcare is a plus.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to use a computer and telephone for extended periods.
• Ability to occasionally lift and carry office supplies up to 20 pounds.
• This position may require occasional early morning, evening, and weekend coverage, as well as rotating Sunday on-call coverage, based on operational needs.
• Candidates are prepared to commit to the role for a minimum of two years.

Skills

• Customer service
• Patient relations
• Communication
• Verbal communication
• Written communication
• Organization
• Attention to detail
• Problem-solving
• Multitasking
• Prioritization
• Teamwork
• Electronic medical records
• Healthcare software
• Microsoft Office Suite
• General office equipment
• HIPAA compliance

Work Type

• Full-time

Salary/Compensations

• $65,000—$68,000 USD