Fertility New Patient Coordinator

Duke Careers • Durham, NC

12d • Onsite

About The Position

We are seeking a New Patient Coordinator at our Fertility Center located in Morrisville, NC to be the first point of contact for all new fertility patients and referring providers. This role will be responsible for patient registration, scheduling, coordination of care activities and record collection for new fertility patients. The New Patient Coordinator will be an integral part of the fertility care team, demonstrating excellent customer service with great critical thinking skills and independently making decisions to provide continuity of care and a seamless patient experience. Full understanding of the fertility journey and different treatment plans are necessary to be successful in this role. This role will maintain a professional image over the phone and when representing our center.

Requirements

• Work requires a business or health background generally equivalent to a bachelor's degree.
• 2 years' experience in a health care or health care scheduling position and 3 years of relevant work experience (call center, health care scheduling, financial clearance, customer service, education) required with no degree or an equivalent combination of relevant education and/or experience.
• OR, with Bachelor's Degree, 1 year relevant work experience in a health care or health care scheduling position.

Nice To Haves

• Exceptional customer service skills
• Good emotional intelligence
• Exemplary organizational skills
• Prior fertility experience strongly preferred

Responsibilities

• Oversee complex process often requiring multiple calls to the patient, referring physician, previous facilities/providers to request records and record review with the clinical team.
• Independently determine appropriate providers and type of appointments needed for all new patients. Register and schedule all new patients (and their partners, where appropriate) with great attention to detail, utilizing scheduling guidelines to ensure accuracy and appropriateness. Pair partners or other applicable third party contributors in our fertility EMR (BabySentry).
• Ensure accurate insurance information and collect appropriate fees, when applicable.
• Coordinate patient medical records efficiently and thoroughly. Conduct review process for all new patients to ensure all records are complete and accurate in a timely manner. Work closely with the Service Access Nurse to identify gaps in documents or previous testing.
• Identify additional support services the patient may require such as the Pregnancy Loss Support Group, Fertility 101, EngagedMD education modules or a referral to the psychology team.
• Coordinate and/or participate in daily/weekly new patient review meetings with service access nurse.
• Ensure patients have completed all required steps to move into the next phase of their journey.
• Educate patients on their upcoming fertility journey along with expected milestones.
• Triage incoming onco-fertility patients and assist in prompt scheduling (within 24-48 hours).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level