Centralized Patient Scheduler - Waltham, MA

Centralized Patient Scheduler

Boston IVF | IVIRMA North America is currently seeking a Centralized Patient Scheduler. This is an on-site full-time position Monday - Friday 9:00am-5:00pm EST at our Waltham location.

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.

Essential Functions and Accountabilities:

• 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 Boston IVF, 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.

Academic Training:

• High school diploma or equivalent required

Position Requirements/Experience:

• Prior experience with Salesforce is preferred
• 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.

Technical Skills:

• 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

IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week.

• 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

About IVIRMA Global:

IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA Global, is a renowned leader in fertility research and science.

EEO: IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages.

Monday - Friday 9:00am-5:00pm