Patient Center Supervisor

🔥 16 hours ago

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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

• Lead, coach, and develop a remote team of New Patient Liaisons through regular feedback, performance management, and professional development • Drive new patient growth by optimizing inquiry conversion, scheduling opportunities, and patient retention across all fertility programs • Monitor team performance against key metrics, including speed to lead, conversion rates, show rates, service levels, and schedule-to-seen outcomes • Manage daily staffing, scheduling, and queue coverage to ensure timely response to patient inquiries and exceptional customer service • Train, mentor, and cross-train team members on fertility services, patient management systems, scheduling processes, and best practices • Partner with physicians and clinic teams to ensure patients are appropriately screened, prepared, and scheduled while proactively resolving issues and escalating complex cases • Conduct call reviews, calibration sessions, and coaching initiatives to strengthen communication skills, patient experience, and conversion performance • Monitor data accuracy and workflow quality across Salesforce, NextGen, and other patient management systems to support operational excellence • Lead team meetings, communicate organizational updates, and foster a collaborative, patient-centered culture focused on continuous improvement • Oversee payroll, time-off management, and other administrative responsibilities while ensuring seamless team operations and coverage

🎯 Requirements

• Bachelor’s degree preferred • Five years customer service experience with at least two-three years inside sales experience • Competency in active listening, team and relationship building, and ability to communicate with empathy • Ability to lead and manage a team of liaisons dedicated to providing exceptional customer care and excellent operational execution and follow through • Ability to communicate accurately and concisely • Excellent management, interpersonal and telephone skills • Ability to function in a self-directed manner, organize group work tasks and information efficiently, monitor quality/effectiveness, collaborate within and across teams and execute timely and accurate follow through • Working knowledge of healthcare services/fertility as well as computer knowledge including Microsoft office programs is 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