New Patient Liaison

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Shady Grove Fertility

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 B2C

🧘 Wellness

B2C • Wellness

Shady Grove Fertility is a network of reproductive medicine clinics that provides comprehensive fertility care and family-building services. The organization offers treatments including in vitro fertilization (IVF), intrauterine insemination (IUI), frozen embryo transfer (FET), egg freezing, donor gamete and embryo services, gestational carrier/surrogacy support, preimplantation genetic testing, and oncofertility services. Shady Grove emphasizes personalized, relationship-based care, accepts major insurance and financing options, operates dozens of locations across the U. S. , and supports LGBTQ+ and single-parent family building through specialized programs such as shared-risk IVF and patient education and support resources.

📋 Description

• Respond to inbound calls and digital inquiries from prospective patients seeking fertility services in a timely, professional, and compassionate manner • Provide clear, accurate information regarding fertility services, scheduling processes, and next steps, while addressing patient questions with empathy and sensitivity • Schedule new patient consultations accurately based on provider availability, patient needs, and established protocols • Serve as a trusted guide for patients during their initial interaction, recognizing that many callers may be experiencing emotional stress or uncertainty • Coordinate with clinical teams, practice staff, and leadership to ensure a smooth transition from initial contact to scheduled care, particularly when special circumstances or complex needs arise • Accurately document all patient interactions, relevant details, and scheduling outcomes in designated systems to ensure continuity of care and data integrity • Prepare reports and manage workflows for specialized patient populations, including oncology patients and partner-program participants with enhanced benefits • Maintain compliance with HIPAA, patient privacy standards, and all organizational policies and procedures • Participate in quality assurance activities, training, and coaching to continuously improve patient experience, communication skills, and operational accuracy • Conduct timely and appropriate follow-up with patients as needed to support access to care and completion of scheduling

🎯 Requirements

• Associate or bachelor’s degree preferred • Minimum of 3 to 5 years of experience in customer service, patient access, call center, or healthcare-related roles • Demonstrated ability to communicate with empathy, professionalism, and clarity—especially in sensitive or emotional situations • Strong active listening skills and the ability to explain information in a clear, supportive, and patient-centered manner • Excellent verbal and written communication skills • Strong attention to detail with the ability to accurately document information in multiple systems • Ability to work independently while collaborating effectively within a team environment • Experience in healthcare, patient scheduling, or fertility services is strongly preferred • Bilingual skills are a plus

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) with company match • Tuition assistance and professional development support • Performance-based bonus opportunities • Generous paid time off, paid holidays, and paid parental leave • Life and disability benefits • Fertility Discount Program • Employee wellness and recognition programs