Fertility New Patient Coordinator

Job description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Duke Health Integrated Practice Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina. JOB LOCATION Duke Fertility Center - 5601 Arringdon Park Dr Suite 210 JOB SUMMARY We are seeking a New Patient Coordinator at our Fertility Center located in Morrisville, NC to be the first point of contact for all new fertility patients and referring providers. This role will be responsible for patient registration, scheduling, coordination of care activities and record collection for new fertility patients. The New Patient Coordinator will be an integral part of the fertility care team, demonstrating excellent customer service with great critical thinking skills and independently making decisions to provide continuity of care and a seamless patient experience. Full understanding of the fertility journey and different treatment plans are necessary to be successful in this role. This role will maintain a professional image over the phone and when representing our center. JOB DUTIES AND RESPONSIBILITIES Oversee complex process often requiring multiple calls to the patient, referring physician, previous facilities/providers to request records and record review with the clinical team. Independently determine appropriate providers and type of appointments needed for all new patients. Register and schedule all new patients (and their partners, where appropriate) with great attention to detail, utilizing scheduling guidelines to ensure accuracy and appropriateness. Pair partners or other applicable third party contributors in our fertility EMR (BabySentry). Ensure accurate insurance information and collect appropriate fees, when applicable. Coordinate patient medical records efficiently and thoroughly. Conduct review process for all new patients to ensure all records are complete and accurate in a timely manner. Work closely with the Service Access Nurse to identify gaps in documents or previous testing. Identify additional support services the patient may require such as the Pregnancy Loss Support Group, Fertility 101, EngagedMD education modules or a referral to the psychology team. Coordinate and/or participate in daily/weekly new patient review meetings with service access nurse. Ensure patients have completed all required steps to move into the next phase of their journey. Educate patients on their upcoming fertility journey along with expected milestones. Triage incoming onco-fertility patients and assist in prompt scheduling (within 24-48 hours). JOB ELIGIBILITY REQUIREMENTS Work requires a business or health background generally equivalent to a bachelor's degree. 2 years' experience in a health care or health care scheduling position and 3 years of relevant work experience (call center, health care scheduling, financial clearance, customer service, education) required with no degree or an equivalent combination of relevant education and/or experience. OR, with Bachelor's Degree, 1 year relevant work experience in a health care or health care scheduling position. Preferred candidates for this role will have exceptional customer service skills along with good emotional intelligence. Exemplary organizational skills will also be integral to the success of the individual in this role. Prior fertility experience strongly preferred. JOB HOURS The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays. Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.