The posting
Are you ready for an exciting opportunity? Generation Next Fertility is seeking an energetic, compassionate, detail-oriented, and highly organized individual to join our team as a Patient Care Coordinator.
This role combines exceptional customer service with clinical and administrative support to ensure patients receive a seamless experience throughout their fertility journey. The Patient Experience & Care Coordinator serves as a key point of contact for patients, assisting with appointment coordination, physician follow-up, communication during treatment cycles, documentation, and overall patient support from initial inquiry through completion of care.
The ideal candidate is patient-focused, proactive, professional, and able to thrive in a fast-paced healthcare environment.
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 is a full-time position requiring approximately 45–50 hours per week, including alternating Saturday coverage. Based on operational needs, occasional early-morning, evening, and additional weekend coverage may be required, along with participation in a rotating Sunday on-call schedule.
Because we make a significant investment in training and developing our team members, we strongly prefer candidates who are prepared to commit to the role for a minimum of two years.
Salary Range
$65,000—$68,000 USD
