New Patient Coordinator at Fertility Clinic

As the New Patient Coordinator, you play a pivotal role in welcoming (and empowering) new patients through the fulfilling, yet complex journey of family-building.

You're detail-oriented, organized, and results-driven, with no problem managing multiple tasks and responsibilities with grace. You have experience supporting patients and can flawlessly execute commitments and timelines.

Your primary responsibilities include efficiently managing the new patient onboarding process. This includes promptly collecting patient medical history and diligently tracking each patient's onboarding timeline. By ensuring Dr. Aimee has all the necessary information in advance, you enable her to deliver exceptional consultations.

To excel in this role, superior email management skills and excellent follow-through abilities are essential. You'll be handling a high volume of patient emails, so clear, concise, and actionable communication is key. Above all, your compassion shines through as you support patients on their family-building journey.

Feeling excited and motivated? Then you're exactly the type of candidate we're looking for.

WHAT YOU'LL DO

New Patient Onboarding

• Guide new patients from the initial intake form to the first consultation.
• Act as the first point of contact, primarily through emails and occasionally via phone calls.
• Provide a warm and welcoming experience when promptly addressing patients' concerns, answering questions, and scheduling appointments.
• Prepare required paperwork and forms, and ensure patients complete them accurately and promptly.
• Promptly secure patient medical records and file them appropriately.
• Maintain current and accurate patient files and EMR logs, documenting all interactions and pertinent information.
• Ability to be flexible and adaptable when fast-tracking VIP patients through the onboarding process, as needed.

Appointment Coordination

• Schedule initial consultations and coordinate diagnostic tests, maximizing available time slots.
• Collaborate with in-house medical assistants to ensure accuracy in scheduling appointments within our clinic's schedule.

Patient Education and Support

• Educate new patients about the consultation options and financial considerations.
• Provide informational materials and resources to patients to assist them in making informed decisions.
• Offer patients emotional support and compassion, understanding the challenging and sensitive nature of their fertility journey.

Inbox Management

• Handle a high volume of incoming emails, inquiries, and requests promptly and efficiently, responding within the same business day and no more than one business day.
• Prioritize and categorize emails, addressing urgent matters immediately and non-urgent matters in a timely manner.
• Respond to inquiries with accurate and personalized information, maintaining a professional and empathetic tone.
• Quickly escalate complex or sensitive issues to the appropriate team members with clear, concise context and a potential solution.

Operational Efficiency

• Continuously assess and streamline processes to improve operational efficiency and enhance the patient experience.
• Collaborate with the team to identify and propose solutions for bottlenecks, confusion and/or inefficiencies in the new patient onboarding process.
• Utilize tech tools and systems effectively to automate routine tasks, track patient interactions, and maintain up-to-date records.
• Implement and improve our New Patient Onboarding SOP, templates, and guidelines to ensure consistent and efficient workflows.

What You Bring

• 3+ years of experience providing customer success or onboarding support in a fast-paced environment.
• Excellent written and verbal communication skills, plus multiple years of experience writing persuasive, conversational, and warm emails.
• A reliable remote work environment, including high-speed internet, a functional laptop with camera, headset, and ideally, an external monitor.
• Mastery of overseeing and creating systems to manage a high-volume email inbox.
• Strong attention to detail.
• Excellent problem-solving and critical-thinking skills.
• Commitment to continuously learning, improving, and refining your skills.
• An unshakable ability to stay focused without oversight or hand-holding.
• High proficiency in using Google Workspace (Drive, Docs, Sheets) with a team.
• You're a team player. The phrase "That's not my job" is not in your vocabulary, instead you're always ready to ask, "How can I help?" and jump in.
• You care deeply about your work, team members, and the well-being of the company.
• You want to make an impact - finding ways to add value, improve efficiencies, and provide excellent patient care.

The Details You'll work 35+ hours a week during our operating hours. Our office hours are from Mon-Fri, 7:30am-4pm, and Sat-Sun from 8am-11am. (Weekends are not mandatory)

Not Mandatory, But a Plus

• Experience working in the fertility field and/or women's health
• Ability to work in our San Ramon, CA office

About the Egg Whisperer The Egg Whisperer Inc. is a global fertility brand with a private practice in San Ramon, CA, founded by Dr. Aimee Eyvazzadeh, one of the world's most sought-after fertility doctors and experts. Our mission is to provide accessible fertility guidance with love and positivity. We do this through various channels, including our podcast The Egg Whisperer Show, fertility classes and events, and our private practice.

We hire individuals who are motivated by our mission. We firmly believe that operational excellence is the driving force behind our success. That's why we seek out team members who are positive go-getters, always on the lookout for opportunities to add value, enhance their work, streamline processes, and lift others up.

Last Words We don't just work hard; we work smart. It's not every day you find a private practice serving up to 35 patients daily. We're searching for someone who's ready to step onto the field, pick up the ball, and run with it.

Fertility patients come to Dr. Aimee from all corners of the country, and it's our responsibility to ensure they receive the care they need and deserve. We're passionate and committed to making a difference. However, we can't do it alone. We're on the hunt for like-minded team members to join us on our journey. The job comes with a lot of responsibilities, and it also brings a ton of opportunities and even more fulfillment.

How to Apply Did this job description spark a little fire and give you goosebumps? If so, we would love for you to apply!

We value attention to detail and your ability to follow instructions. To be considered for the role, complete our Egg Whisperer Application Form.

Please DO NOT CALL OR EMAIL regarding this position. We do not provide 1:1 status over the phone or email. Thank you for your understanding.