Third-Party & Patient Services Coordinator

Job Description

Job Description

Employment Type: Full-Time 
Department: Third Party & Patient Services Coordinator 
Reports To: Founders and/or Associate Director of Clinical Operations

Salary $75,000 annually 
Overtime Exempt 
Bonus:  $500 –  Each time four separate donors actively cycle (stimulation, monitoring, egg retrieval) in a 6-week period, meeting all necessary criteria (donors cannot be counted in consecutive cycles within the six-week period) 

Schedule: Five days per week, including rotating Saturdays. Participate in required weekend shifts and occasional evening or holiday coverage. 

Level II – Review in 6 months from signing, with salary review and potential $5,000 increase if responsibilities met and expectations achieved 

Level III —Review in 1 year from signing, with salary review and potential $8,000 increase if Level II responsibilities are met and expectations are achieved

Job Summary  

The Third-Party & Patient Services Coordinator serves as the lead for the clinic's Third-Party Reproduction Program, overseeing the coordination of all donor, gestational carrier, and third-party fertility cases from initial inquiry through treatment completion. This role combines patient advocacy, clinical coordination, donor recruitment, operational leadership, and cross-functional collaboration to deliver an exceptional experience for patients, donors, agencies, and providers while ensuring regulatory compliance and program growth. 

Key Responsibilities 

Patient & Donor Communication  

• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically.  

• Demonstrated emotional intelligence and interpersonal skills, providing support and reassurance to patients, egg and sperm donors, and gestational carriers.  

• Ability to triage patient and donor calls and emails promptly and effectively.  

• Skilled at distributing educational materials and consent forms, ensuring patients understand treatments and procedures.  

• Collect and document patient histories, treatment goals, preferences, and concerns for physician and clinical team review.  

• Serve as the primary nonclinical point of contact for patients throughout the third-party journey, providing timely follow-up and relationship-based support. 

Technical Skills  

• Proficiency in Excel and Google Sheets for tracking donor applications, cycles, and schedules.  

• Experience with Electronic Medical Record (EMR) systems for accurate documentation of patient and donor data.  

• Ability to coordinate complex schedules for multiple patients, donors, and providers simultaneously.  

• Knowledge of FDA regulations and ensure compliance requirements related to donor and third-party programs are met.  

• Competence in performing clerical and administrative tasks, including dictation, faxing, phone communication, referrals, and preparation of operative reports.  

• Ensure all required screening and testing protocols for patients, egg and sperm donors, and gestational carriers are completed accurately and on schedule.  

• Utilize approved AI tools to support the initial screening and review of donor profiles, identify potential eligibility concerns, and improve workflow efficiency, while ensuring all final determinations are reviewed in accordance with clinical, regulatory, and organizational requirements.  

• Maintain accurate case checklists, timelines, consents, clearances, and documentation to ensure treatment readiness.  

• Monitor outstanding clinical, legal, financial, and psychological requirements and escalate concerns to the appropriate team members.  

• Track patient inquiries, donor recruitment activity, program metrics, and conversion data to support operational and marketing initiatives. 

Marketing & Donor Recruitment  

• Collaborate closely with the Marketing team to develop and execute strategies that attract high-quality egg and sperm donors.  

• Serve as a knowledgeable and enthusiastic ambassador for the donor program, effectively communicating the benefits, process, and mission to prospective donors.  

• Build trust with potential donors through empathetic communication, education, and relationship-building to encourage participation in the program.  

• Provide feedback to the Marketing team regarding donor inquiries, campaign effectiveness, and opportunities to improve recruitment and conversion.  

• Represent the organization's brand and values in all donor-facing interactions, ensuring a professional, compassionate, and informative experience.  

• Manage prospective patient and donor inquiries from initial contact through enrollment, matching, and treatment readiness.  

• Support patient education initiatives, referral relationships, webinars, and outreach activities to promote program growth. 

Third-Party Program Leadership & Patient Services Management  

• Serve as the primary lead for all third-party reproduction cases, including egg donation, sperm donation, gestational carrier, and embryo donation cycles.  

• Oversee all patient service coordination under the direction of the Third-Party Director.  

• Oversee the progression of all third-party cases from initial inquiry through cycle completion, ensuring timelines, documentation, and milestones are met.  

• Coordinate and delegate responsibilities to other Third-Party team members, ensuring clear ownership, accountability, and timely completion of all required tasks.  

• Conduct regular reviews of active cases to identify delays, resolve barriers, and proactively communicate updates to physicians, laboratory staff, clinical teams, patients, donors, and agencies.  

• Maintain oversight of third-party case workflows to ensure consistency, efficiency, regulatory compliance, and an exceptional patient experience.  

• Participate directly in the clinical coordination of third-party cases, including donor, recipient, and gestational carrier consultations, monitoring appointments, education sessions, and physician visits as appropriate.  

• Partner closely with physicians, nurses, embryologists, financial coordinators, outside agencies, attorneys, psychologists, genetic counselors, and laboratory teams to facilitate seamless coordination throughout each third-party treatment cycle.  

• Guide patients through donor and gestational carrier matching while ensuring a concierge-level patient experience.