New Patient Liaison
About The Position
US Fertility, the nation’s leading partnership of physician-led fertility practices, is redefining what it means to build a career in reproductive medicine. Our team members choose to build their career home at US Fertility because of the hope we inspire in our patients, the lives we help bring into the world, and the culture of excellence we foster across our organization. We share a deep commitment to continuously improving the patient experience and advancing research and development in one of the most dynamic and impactful fields of medicine. Through our national network of premier fertility centers we combine clinical expertise, scientific innovation, and compassionate care. The work we do building families offers purpose, challenge, and personal reward—and we’re just getting started. We have an immediate opening for a New Patient Liaison to join our remote team at US Fertility. This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.
Requirements
- Associate or bachelor’s degree preferred
- Minimum of 3 to 5 years of experience in customer service, patient access, call center, or healthcare-related roles
- Demonstrated ability to communicate with empathy, professionalism, and clarity—especially in sensitive or emotional situations
- Strong active listening skills and the ability to explain information in a clear, supportive, and patient-centered manner
- Excellent verbal and written communication skills
- Strong attention to detail with the ability to accurately document information in multiple systems
- Ability to work independently while collaborating effectively within a team environment
Nice To Haves
- Experience in healthcare, patient scheduling, or fertility services is strongly preferred
- Bilingual skills are a plus
Responsibilities
- Respond to inbound calls and digital inquiries from prospective patients seeking fertility services in a timely, professional, and compassionate manner
- Provide clear, accurate information regarding fertility services, scheduling processes, and next steps, while addressing patient questions with empathy and sensitivity
- Schedule new patient consultations accurately based on provider availability, patient needs, and established protocols
- Serve as a trusted guide for patients during their initial interaction, recognizing that many callers may be experiencing emotional stress or uncertainty
- Coordinate with clinical teams, practice staff, and leadership to ensure a smooth transition from initial contact to scheduled care, particularly when special circumstances or complex needs arise
- Accurately document all patient interactions, relevant details, and scheduling outcomes in designated systems to ensure continuity of care and data integrity
- Prepare reports and manage workflows for specialized patient populations, including oncology patients and partner-program participants with enhanced benefits
- Maintain compliance with HIPAA, patient privacy standards, and all organizational policies and procedures
- Participate in quality assurance activities, training, and coaching to continuously improve patient experience, communication skills, and operational accuracy
- Conduct timely and appropriate follow-up with patients as needed to support access to care and completion of scheduling
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Tuition assistance and professional development support
- Performance-based bonus opportunities
- Generous paid time off, paid holidays, and paid parental leave
- Life and disability benefits
- Fertility Discount Program
- Employee wellness and recognition programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
