Front Desk/Patient Services Coordinator

IVI America•East Palo Alto, CA

3d•Onsite

About The Position

Join the IVIRMA North America network and become the welcoming face of RMA Northern California growing fertility practice. As a Front Desk/Patient Services Coordinator, you will play a key role in creating a positive patient experience by greeting patients, coordinating appointments, supporting care teams, and ensuring smooth daily office operations. This position is ideal for a customer-focused professional who thrives in a fast-paced healthcare environment and enjoys building meaningful connections with patients. This is a temporary full-time opportunity, Monday through Friday from 6:30am-3pm with rotating weekends and holidays in our Palo Alto location while helping patients navigate every step of their fertility journey with compassion and professionalism. The Front Desk/Patient Services Coordinator serves as the first point of contact for patients and visitors, providing a welcoming and supportive environment while ensuring efficient clinic operations. This role is responsible for managing patient check-in, verifying documentation, coordinating communication, and supporting the care team to deliver high-quality reproductive health services. The ideal candidate is compassionate, detail-oriented, and thrives in a fast-paced, patient-centered environment.

Requirements

High School Diploma or GED required.
Minimum of two (2) years of clerical or administrative experience is required.
Proficient in Microsoft Office and scheduling systems.

Nice To Haves

Experience in the medical field preferred
Associate’s degree: Or one (1) year of experience preferred.
Bachelor’s degree: no experience required.

Responsibilities

Greet all incoming patients and visitors with professionalism and empathy.
Update patient files and guide patients through their visit according to provider appointment templates.
Anticipate patient needs and anxieties, providing reassurance and clear communication.
Assess scheduling conflicts and recommend solutions to optimize patient flow.
Collect patient payments and copays as required.
Collaborate with the Finance team to ensure accurate and up-to-date insurance information.
Verify patient demographic and insurance details for accuracy.
Send, receive, and scan medical records using fax, electronic communication, and Carelink portal.
Respond to patient emails and portal messages, escalating to appropriate teams when necessary.
Send patient balances, statements, and respond to scheduling and general inquiries.
Answer phones, return voicemails in a timely manner in accordance with office policies.
Perform daily appointment confirmation calls.
Maintain patient handouts and supplies including but not limited to education/informational materials, semen analysis kits, graduation bags, coffee bar supplies and report office supply needs to supervisor.
Support Clinical Operations Specialist and New Patient Service Coordinator when necessary.
Review provider assignments to ensure accurate scheduling.
Maintain patient waitlists and track ovulation induction appointments.
Ensure timely IVF follow-up scheduling to maximize provider utilization.
Send patient satisfaction surveys to support quality improvement efforts.
Resolve patient concerns using de-escalation techniques and positive reassurance.
Collaborate with clinic leadership to address and resolve discrepancies when appropriate.
Participates in the education and training of new front desk staff members.
Mentor peers.
Promotes a collaborative and productive environment both intra-departmentally as well as inter-departmentally.