Patient Care Coordinator

Job Responsibilities 

Patient Experience & Customer Service 

• Provides exceptional customer service to all patients, visitors, and team members. 

• Creates a welcoming, supportive, and compassionate environment for patients and their families. 

• Answers patient inquiries and serves as a resource throughout the patient journey. 

• Optimizes patient satisfaction through proactive communication and follow-up. 

• Assists in managing the patient waiting experience and communicates updates when appropriate. 

• Anticipates patient needs and helps alleviate patient concerns and anxieties. 

• Maintains reception and patient-facing areas in a professional manner. 

• Assists with patient check-in, check-out, scheduling, and medical record coordination. 

• Acts as a liaison between patients, physicians, clinical staff, and administrative teams. 

• Assists with answering and routing incoming phone calls. 

Clinical & Administrative Coordination 

• Scribes during physician consultations and follow-up appointments, ensuring accurate documentation within the electronic medical record. 

• Reviews physician instructions and communicates treatment plans, medication directions, testing requirements, and follow-up recommendations to patients. 

• Conducts patient outreach and follow-up throughout IVF, fertility preservation, donor, gestational carrier, and other fertility treatment cycles. 

• Sends and responds to patient portal messages, emails, and other patient communications. 

• Coordinates treatment milestones and assists patients in completing required steps throughout their care. 

• Documents patient interactions and communications accurately and in a timely manner. 

• Escalates clinical questions, concerns, or urgent matters to the appropriate provider or clinical team member. 

• Collaborates closely with physicians, nurses, care coordinators, financial coordinators, and administrative staff to ensure continuity of care. 

• Supports various clinical and administrative workflows as assigned. 

On-Call Responsibilities 

• Participates in a rotating Sunday on-call schedule, every 8 weeks. 

• Participates in weeknight on call shifts, every two weeks

• Saturday coverage every other week

• Provides reception and administrative coverage during assigned on-call shifts. 

• Assists with patient communication, appointment-related tasks, and operational support as needed. 

• Responds promptly to assigned administrative inquiries and patient service requests during on-call coverage. 

Additional Responsibilities 

• Maintains patient confidentiality and HIPAA compliance at all times. 

• Demonstrates professionalism, discretion, and sound judgment when handling sensitive information. 

• Participates in departmental meetings, training, and process improvement initiatives. 

• Performs other duties as assigned. 

Qualifications 

• Strong customer service, patient relations, and communication skills required. 

• Excellent verbal and written communication abilities. 

• Highly organized with strong attention to detail and problem-solving skills. 

• Ability to multitask and prioritize effectively in a fast-paced environment. 

• Positive, professional, and team-oriented attitude. 

• Ability to work independently while collaborating effectively with multidisciplinary teams. 

• Experience with electronic medical records and healthcare software preferred. 

• Proficiency with Microsoft Office Suite and general office equipment. 

• Prior healthcare, fertility, medical office, concierge, hospitality, or patient coordination experience preferred. 

• Knowledge of fertility treatment and reproductive healthcare is a plus. 

Physical Requirements 

• Ability to sit, stand, walk, bend, and reach throughout the workday. 

• Ability to use a computer and telephone for extended periods. 

• Ability to occasionally lift and carry office supplies up to 20 pounds. 

Work Schedule 

This position may require occasional early morning, evening,and weekend coverage, as well as rotating Sunday on-call coverage,based on operational needs.