Patient Center Supervisor

🔥 8 minutes ago

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US Fertility

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🔬 Science

B2B • Science

US Fertility is the largest physician-led fertility network in the United States, bringing together reproductive medicine practices to deliver high clinical standards and improved pregnancy rates. The organization provides practice management and laboratory management services to fertility practices, operates a Research Division, runs an Innovation Fund to invest in early-stage fertility-related ventures, and supports academic programs and physician training. US Fertility partners with physician-owned clinics across many locations to scale operations, improve patient outcomes, and expand access to reproductive care.

📋 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