Patient Relations Liaison

Job Description

Job Description

Irvine, CA | Full-Time | $25–$30/hr | Mandarin Proficiency Strongly Preferred

The Role
We're hiring a Patient Relations Liaison to own the resolution of escalated patient complaints and billing disputes, the ones too complex or contentious for our front-line teams. You'll investigate issues, make fair determinations, and communicate decisions clearly and professionally, even when patients push back.

This role is roughly half resolution and half prevention. When you notice the same kind of complaint surfacing more than once, you'll trace it back to where it started, whether that's a scheduling gap, a documentation issue, or a handoff that fell through the cracks, and work with that team to close the gap. You're not just solving problems as they land on your desk. You're helping make sure fewer of them happen in the first place.

You'll report directly to our CFO and Head of Operations, with real visibility into how the clinic runs. Mandarin proficiency is strongly preferred given the community we serve.

What You'll Do

• Investigate and resolve escalated patient complaints and billing disputes
• Review records across our EHR, financial systems, and consent documents to determine what happened
• Communicate final decisions clearly, professionally, and in Mandarin where needed
• Hold firm with patients who continue pushing back after a decision is final
• Draft written responses to complaints and billing disputes
• Track case outcomes and flag recurring issues to leadership
• Coach billing staff on handling difficult conversations

What You'll Need

• 2+ years in healthcare admin, medical billing, patient financial services, or insurance grievance/appeals
• Experience delivering unfavorable decisions to upset customers or patients, professionally
• Strong investigative instincts: comfortable pulling records and reconstructing a timeline
• Clear, confident written and verbal communication
• Familiarity with HIPAA/PHI requirements

Strongly Preferred

• Mandarin proficiency (spoken and written)
• Medical billing, insurance claims, or healthcare revenue cycle background
• Experience in a specialty medical or fertility clinic setting

Compensation & Benefits

• $25–$30/hr, based on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• Direct visibility and mentorship from senior leadership

About Us
Life IVF Center is a nationally recognized fertility program with locations in Irvine and Arcadia, CA. We specialize in Precision IVF®, helping patients build families with personalized, high-success-rate treatment. Our team of 60+ is growing, and we're adding a dedicated Patient Relations Liaison to help us serve patients even better.

\nCompany Description

Life IVF Center is a nationally acclaimed fertility program, helping thousands build the family of their dreams. Located in Southern California, we specialize in Precision IVF®, offering our patients accessible treatment tailored to their needs and circumstances with high rates of success and reduced reliance on medication. We pride ourselves on our outstanding patient results, strong team atmosphere, and culture of continual improvement.

Company Description

Life IVF Center is a nationally acclaimed fertility program, helping thousands build the family of their dreams. Located in Southern California, we specialize in Precision IVF®, offering our patients accessible treatment tailored to their needs and circumstances with high rates of success and reduced reliance on medication. We pride ourselves on our outstanding patient results, strong team atmosphere, and culture of continual improvement.