Patient Services Team Lead - Rochester, NY

Job Description

Job Description

Job Purpose: The Patient Services Lead will coordinate, oversee, and assist Patient Services Coordinators at their assigned office location(s). The Lead, in collaboration with the Department Supervisor and Department Manager will ensure each Patient Services Coordinators adherence to Everleap Fertility protocols while maintaining professional care for patients.

Schedule: Monday - Friday, 8:00AM - 4:00PM

Essential Functions and Accountabilities:

• Manages assigned workflows regarding sign in, sign out and all other administrative tasks assigned to the Patient Services Coordinators.
• Ensures Department Supervisor and Department Manager are abreast of individuals performance.
• Assists Department Supervisor and Department Manager in scheduling: Planning for staffing, coverage of PTO, UPTO and Leave.
• Identifies and recommends solutions to each Patient Services Coordinator as per the guidance of Department Supervisor and Manager.
• Assists in onboarding and training of new Patient Services Coordinators as well as the continuing education of current staff.
• Assists the Department Supervisor and Manager in ensuring high-quality patient care.
• Reviews patient concerns in collaboration with Department Management and take part in corrective solution/action.
• Assists in, and attends, periodic staff meetings as required by Department Management Team.
• Relays pertinent information as needed to Patient Services Coordinators as approved by Management Team.
• Acts as the primary point of contact for Patient Services Coordinators to answer their day-to-day questions.
• Observes employee/patient interactions in all offices to provide coaching, guidance, and support.
• Responsible for making sure team is following all Everleap Fertility policies and procedures.
• Performs Patient Services Specialist duties, and provides coverage, as needed.

Academic Training:

• High School Diploma or equivalent (GED) - required
• Associate’s degree – a plus
• Area:  Administrative Management or other related field

Position Requirements/Experience:

• Experience working in medical/healthcare industry – highly preferred
• Experience in a patient-facing role – highly preferred
• 2+ years practical experience working in a customer service setting  

Technical Skills: 

• Proficient computer skills (Microsoft Office). Keyboard skills of 25 words required. Experience with medical office software program(s) (EMR’s) preferred.

Built on the legacy of RMA, Boston IVF, Conceptions, and six other leading North American fertility practices, Everleap Fertility brings together more than 200 physicians and embryologists across 60+ locations, including 25 IVF laboratories. Together, we have helped hundreds of thousands of patients build families and have helped shape reproductive medicine for more than 40 years.

Everleap Fertility’s national scale and collective knowledge are focused on the next leap forward in reproductive medicine through ever-advancing standards across our locations, ever-more personalized treatment delivered by expert local teams, and ever-better experiences for every person who comes to us for care.

Everleap Fertility is part of IVI Institute, the global leader in reproductive medicine, a global community working together to advance the field. Our shared scientific knowledge and clinical expertise help accelerate innovation, raise standards, and bring advances in reproductive medicine into patient care.

Everleap Fertility offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week

• Medical, Dental, and Vision Insurance Options
• Retirement 401(k) Plan
• Paid Time Off and Paid Holidays
• Company-Paid Life Insurance, Long-Term Disability, and AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Tuition Reimbursement

EEO Statement

Everleap Fertility is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Everleap Fertility 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 Everleap Fertility 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. Everleap Fertility will not tolerate discrimination or harassment based on any of these characteristics. Everleap Fertility encourages applicants of all ages.