Do you have a passion for helping people achieve their dreams of a growing family? An exciting opportunity awaits you with Reproductive Partners Medical Group, a leading fertility practice in Southern California! Our Beverly Hills center is seeking a full-time Patient Services Liaison!
Reporting to the Marketing Manager, the Patient Services Liaison will be the first point of contact with all new patients and will be responsible onboarding the new patient from the beginning process prior to scheduling new patient consultation to the end journey when patient has consultation with physician. The Patient Services Liaison will drive customer service efforts and call center services through intake of new patient calls, responses to online inquires via telephone and emails, placing follow up calls and respondent for online, in person, local and international events, customer service queries and general information requests.
ESSENTIAL JOB FUNCTION:
1. Adhere to RPMG Policies and Procedures.
2. Performs duties and job responsibilities in a fashion which coincides with the service management philosophy of RPMG including the demonstration of the basics of service excellence towards patients, visitors, staff, peers, physicians, and other departments within the practice.
3. Answer all the calls coming into the Patient Services Liaison call queue or your individual ring central extension. – Goal 80% of calls coming in are answered
4. Follow up on all online messages within 24 hours of receipt.
5. Follow up on all in person, local and international events within 3-5 business days.
6. Responsible for scheduling all patients’ appointments accurately and efficiently following the clinic guidelines and Patient Services Liaison standard operating policy (SOP).
o Articulates upstanding of applicable practice and SOP’s.
o Maintains knowledge of healthcare regulations and complies with applicable Regulatory Standards.
o Responsible to stay adhere to evolving practice protocol changes that may not be in SOP but in another document, policy or email.
o Utilize spreadsheet to monitor NP appointments and ensure all documentation, information, cc auth, consents are completed prior to NP appointment with the physician.
7. Attends meetings as requested
8. Acts as an active participant on team giving input and ideas, treating other team members with respect.
9. Follows up on commitments made to a team for action items or communicates status and renegotiates timeline.
10. Assures all practices and procedures support full integration of all sites and personnel.
11. Will be responsible for attending in person seminars at the locations supported by Patient Services Liaison to assist in tours and scheduling patients for NP consult with physician at the events.
o Assists in organizing patient education seminars. Maintains annual schedule to effectively reach all targets, geographies, and maximize exposure of RPMG and RPMG physicians. Participants in new patient seminars.
12. Will be responsible for attending any new practice open house that the Patient Services Liaison services.
13. Responsible for all reporting, KPI’s, connected to Patient Services Liaisons duties.
o Establish evaluation and reporting system for all promotional efforts, and reports return on marketing investment in routine and consistent matter.
o Understanding key measures of departmental operations that indicate stability of care and processes. Monitors these indicators for variation.
o Takes responsibility for pursuing patient complaints in a customer service-oriented fashion. Documents concern and seek resolution.
o Demonstrates effective use of incident reporting system to route concerns and opportunities for improvement.
14. Utilizes the SRM management tool established and completes all steps to measure conversions.
15. Trains any new hire or virtual assistant that is added to the department.
16. Providing patients with resources for assistance
17. Excellent listening and follow-through abilities and a willingness to accept constructive criticism.
18. Can effectively function as a liaison between patients and physicians and clinical staff.
19. Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
20. Performs other duties, as assigned.
21. Miscellaneous ad-hoc projects.
KNOWLEDGE SKILLS AND ABILITIES:
· Possesses interpersonal and communication skills necessary to interface with patients, physicians, and staff from various departments.
· Possesses excellent organizational skills and be able to accurately perform multiple tasks, prioritize, be detail oriented and work with constant interruptions.
· Able to perform basic computer functions such as creating word documents, spreadsheets, and email. Has the ability to learn and master an electronic medical software application as it may pertain to job responsibilities.
· Able to maintain proficiency regarding job requirements as determined by annual assessment of job competency.
· Demonstrate the ability to be a team player and possess a willingness to perform duties that are assigned or delegated to him/her as well as a willingness to perform duties of other employees as needed.
· Support RPMG/FCOC vision and mission
· Maintain confidentiality of all work information, clinic information and patient information.
· Participates in identifying problems and suggesting solutions
MINIMUM QUALIFICATIONS:
· High School graduate (diploma)
· New patient scheduling
DESIRED QUALIFICATIONS:
· Associate or bachelor’s degree
· 1+ years new patient scheduling in a high-volume IVF practice.
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid sick time
- Paid time off
- Parental leave
- Pet insurance
- Profit sharing
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
Work Location: In person
