Full-Time Patient Services Coordinator/Front Desk

IVI America•Raleigh, NC

4d•$21 - $23•Onsite

About The Position

Triangle MSO, a joint venture between IVI RMA North America and UNC Health has the need for a Full-Time Patient Services Coordinator for their Raleigh, North Carolina location. This is a Monday-Friday role working 7am-3:30pm with weekend rotation. 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.
Customer Focus: Prioritizes patient needs and resolves issues effectively.
Technical Expertise: Proficient in Microsoft Office and scheduling systems.
Coachability: Open to feedback and committed to continuous improvement.
Accountability: Meets performance expectations and supports team goals.
Fiscal Responsibility: Understands insurance processes and budget impact.
Coaching & Training: Supports staff onboarding and participates in staff meetings and training.
Conflict Resolution: Navigates interpersonal challenges with professionalism.
Problem Solving: Applies logic and intuition to resolve operational issues.

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.