Centralized Patient Scheduler - Hybrid Position
About the position IVI RMA North America network of state-of-the-art fertility practices in the United States, is currently seeking a Centralized Patient Scheduler in our Center City, PA office. This is a full-time hybrid position Monday-Friday 7am-4pm EST. Job Purpose: The Centralized Patient Scheduler is responsible for performing patient care duties, including but not limited to scheduling new/returning consults and managing/following up new patient inquiries. Responsibilities • Accept phone calls and online inquiries from potential patients. Close the call by appropriately registering and scheduling new and returning patient appointments. Promote Boston IVF. Knowledgeable on the most current and accurate information regarding the doctors and practices for both patients and staff. • Assists patients with general inquiries about IVI RMA North America, our physicians, insurance questions and our reproductive medicine services. Converts those calls to new patient appointments. • Resolves problems by clarifying issues; researches and explores answers and alternative solutions • Escalates medical complaints/questions to the appropriate medical professional. • Provides timely response to patients’ inquiries by telephone and/or web-based leads consistent with service and quality standards. • Documents all communication according to standard operating procedures. Provides notification of any urgent requests, complaints or compliments to the appropriate party or system. • Provides availability and schedules appointments within established guidelines. Follows new patient scheduling “scripts” when handling different types of new patient/returning patient appointments. • Updates patient information in the CRM database by entering required information. Remains informed regarding all Boston IVF marketing/advertising campaigns and the role of the Patient Liaison in accepting related inquiries by telephone and e-mail. • Collaborates with the clinic’s patient services and admin team to ensure schedules are appropriately booked with qualified patients. Requirements • High school diploma or equivalent – required • 1-2 years of experience in a multi-physician specialty practice - preferred • Prior customer service experience required • Knowledge of customer service principles and practices • Knowledge of administration and clerical processes. • Excellent computer skills inclusive of Microsoft Office and Salesforce with prior experience in medical scheduling software • Knowledge of office procedure and office machines (i.e., computers, faxes, copiers, etc.) • Knowledge of medical terminology • Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone Benefits • Medical, Dental, Vision Insurance Options • Retirement 401K Plan • Paid Time Off & Paid Holidays • Company Paid: Life Insurance & Long-Term Disability & AD&D • Flexible Spending Accounts • Employee Assistance Program • Tuition Reimbursement