New Patient Liaison

Job Description

Job Description

Illume Fertility (formerly RMA of CT) specializes in the treatment of infertility, including assisted reproductive technologies (ART) like intrauterine insemination (IUI), in-vitro fertilization (IVF), and pre-implantation genetic testing (PGT). Illume Fertility is Fairfield County’s largest fertility clinic and egg donation center and is led by eight board-certified reproductive endocrinologists. Illume Fertility is consistently recognized as an LGBTQ Healthcare Equality Leader and its Integrated Fertility & Wellness program offers holistic support via acupuncture, mental health counseling, support groups and nutritional counseling. lllume Fertility has 5 convenient locations in Norwalk, Danbury, Stamford and Trumbull, CT and Harrison, NY.

This is an opportunity to develop professional skill and gain experience as a full time New Patient Liaison at our Norwalk, CT office with occasional coverage to the Trumbull office.

The New Patient Liaison is primarily responsible to for scheduling new patient appointments for all Illume Physicians throughout our five offices while providing non-clinical support and guidance.

The position will support the organization’s efforts to provide an effective intake process and a premier customer service experience, while working closely with our clinical care and administrative teams to meet our new patient acquisition growth objectives.

Core Responsibilities

• Effectively schedule new patients through phone and online inquiries while adhering to templated physician schedule.
• Database management of referring physicians and appointment tracking.
• Working knowledge of common organization-specific and other computer application programs including, but not limited to Excel, Outlook, PowerPoint, Microsoft Word, HubSpot CRM Platform and EMR systems.
• Uses effective communication skills with patients and staff.
• Weekly and daily communication with leadership on activity and impact.
• Actively participate in Patient Acquisition Team meetings.
• Work closely with the marketing team to support all practice initiatives.
• Strong written and verbal communication with ability to effectively work with all levels of staff and with a diverse patient population.
• Attend and assist with Illume Fertility events (no more than 1 per month).

Experience and Education Requirements

• Proficient in verbal and written communication in English language.
• Demonstrated ability to work effectively in a team environment.
• Demonstrated problem solving skills in a complex environment.
• Demonstrated effective interpersonal relationship and customer service skills.
• Good organizational and time management skills.
• Self-starter.
• Attention to detail, with ability to multitask.
• Healthcare industry experience.
• Experience with Excel, Outlook, PowerPoint, Microsoft Word, ZOOM, HubSpot CRM Platform and EMR systems.
• Knowledge of medical terminology.

Qualifications

• High School Diploma or GED equivalent.
• Previous experience in a customer service role.
• Microsoft Outlook/Teams Experience.

Immunization:

Staff member must meet immunizations requirements as stated in the Illume Fertility immunization policy.

• Covid-19 Vaccination.
• TB inoculation.
• Influenza Vaccination.
• Others as they become required.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance