Job Description

About Us:

Reproductive Partners Fertility Center- San Diego is a leading Southern California fertility clinic, internationally and nationally recognized for our success in IVF (In Vitro Fertilization), egg freezing and other fertility treatments for our patients.

Job Summary:

The New Patient Experience Specialist is responsible for increasing RPSD’s billable revenue by managing and attending to the intake of new patient calls, responding to Internet inquiries using telephone and email, managing follow-up appointment calls and general information requests. Actively listening to patient needs, compiling valuable patient information, effectively reporting, and communicating directly with the Patient Experience Manager are crucial elements of this role.

Key Responsibilities:

• Receives all incoming phone calls for initial consultations and schedules new patient appointments using computerized scheduling standard operating procedure.
• Schedules new patient appointments from phone inquiries, internet appointment requests, informational seminar/webinar requests and other tracking tools.
• Answers new patient inquiries about the practice, clinical services, and financial services by utilizing broad based knowledge of practice by department.
• Assesses new patient information needs and reports information to the Patient Experience Manager.
• Assures patients are greeted with prompt attention and caring attitude.
• Treats all patients, both internal and external with respect, dignity and caring.
• Generates daily and weekly computerized reports of new patient inquiries utilizing Salesforce, MS Excel and other tools.
• Contributes to team effort by maintaining an excellent rapport with physicians, liaisons, managers, and all other departments involved.
• Reports complaints (both internal and external) to Patient Experience Manager ensuring proper and timely resolution.• Understands this position is the first impression of the practice and exemplifies the care the caller will receive.
• Overcomes obstacles and assists all patients as needed.
• Shares responsibility for Salesforce database management, focused on input and outputs, including entering “inquiry source” field in Salesforce to capture ROI for marketing activities with accuracy and integrity.
• Assists the marketing team, as needed and directed by the Patient Experience Manager
• Willing to work a flexible work schedule including evenings and weekends based on patient needs.
• Confidential and Sensitive Information: Ensures the confidentiality of all patient records and care per confidentiality policy and HIPAA regulations.
• Attendance/ Punctuality/ Reliability is an essential function of this position to report to work on time for your scheduled hours dependent on operational needs, ready for work; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.

Qualifications:

• The ideal candidate will have a Bachelor’s degree along with a minimum of two years of call center and administrative experience.
• Ability to access, input, and retrieve information from a computer. Knowledge of medical software a plus.
• CRM experience preferred with SalesForce experience a plus. Computer literate and proficient in MS Office.
• Knowledge of office procedures and office machines (i.e. computer, fax, copier, etc.).
• Excellent interpersonal skills. Demonstrates abilities to demonstrate good judgment, remain calm under stress, and communicate accurately and concisely.
• Demonstrates ability to work as part of a multi-disciplinary team.
• Applicant must live within the geographic territory.

Benefits:

• Competitive salary.
• Health, dental, and vision insurance options.
• Retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional development and growth.

A friendly and supportive work environment. To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service – Displays courtesy and sensitivity; Manage difficult or emotional patient situations; Respond promptly to patient needs; Meet commitments.
• Dependability – Commit to doing the best job possible; Follow instructions, respond to management direction; Keeps commitments; Meets attendance and punctuality guidelines;
• Responds to requests for service and assistance; Take responsibility for own actions.
• Job Knowledge – Competency in required job skills and knowledge; Displays understanding of how job relates to others; Exhibit ability to learn and apply new skills; Require minimal supervision; Uses resources effectively.
• Teamwork – Balance team and individual responsibilities; Exhibit objectivity and openness to others’ views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Gives and welcomes feedback.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their manager.

RPSD is an equal opportunity employer and welcomes applicants from all backgrounds to apply.

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