Job Responsibilities

Patient Experience & Customer Service

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.

Clinical & Administrative Coordination

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.

On-Call Responsibilities

Participates in a rotating Sunday on-call schedule, every 8 weeks.

Participates in weeknight on call shifts, every two weeks

Saturday coverage every other week

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.

Additional Responsibilities

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.

Qualifications

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.

Physical Requirements

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.

Work Schedule

This position may require occasional early morning, evening, and weekend coverage, as well as rotating Sunday on-call coverage, based on operational needs.

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