Shady Grove Fertility

Financial Planning and Analysis

• Consult with patients regarding their benefits, coverage, and financial options
• Perform aspects of benefit verification and prior authorization
• Provide ongoing financial education and assistance to our patients
• Maintain patient accounts by obtaining, recording, and updating financial and insurance information

Financial Educator

Scheduler

• Create template schedules for the clinical and OR teams supporting all of the DMV
• Interact daily with physicians and managers regarding scheduling requests
• Support and promote excellence in customer service

NextGen Template Scheduler

General

• Process and post insurance, patient, collection, and miscellaneous payments accurately and within established turnaround times
• Manage ERA/EFT enrollment, monitor enrollment status, and maintain electronic payment processing for assigned practices
• Download, review, and reconcile electronic remittance advice (ERA), explanation of benefits (EOBs), and payment files from clearinghouses and payer portals
• Research and resolve payment discrepancies, denials, recoupments, overpayments, and other account variances
• Contact insurance carriers to obtain missing EOBs, verify payment information, and resolve payment-related issues
• Reconcile daily payment activity to bank deposits and ensure the accuracy of financial transactions
• Review and update patient accounts by applying payments, denials, deductibles, and contractual adjustments in accordance with payer contracts and company guidelines
• Create and maintain payer portal access and ensure all payment-related documentation is organized and scanned promptly
• Meet departmental productivity and accuracy benchmarks while maintaining confidentiality and delivering exceptional customer service
• Cross-train in payment posting functions and provide backup support to ensure timely month-end close and departmental operations

Payment Poster Specialist

• Prioritize time to generate increased new patient appointments by performing over the phone prospective customer consultations and closing new business
• Use a “soft sell” and empathetic approach to convert prospective customers into very satisfied customers by responding to questions and explaining in detail the features and benefits of choosing US Fertility
• Coordinate with USF offices and supervisors to ensure a seamless transition for prospective customers referred to medical diagnosis and treatment, especially when unusual conditions are present
• Prepare and report on the metrics on the inside sales results and make recommendations to the leadership team on how to improve processes and increase sales
• Accurately maintain customer database that tracks all relevant program information, including individual progress of prospective customers
• Notate all unusual circumstances and document conversations with the potential customers in the database to ensure that complete, current and accurate information is available to everyone in the department
• Follow-up with all prospective customers

Patient Liaison

Supervisor

• 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

Patient Center Supervisor

• 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

New Patient Liaison

Manager

• Lead end-to-end execution of acquisitions and strategic investments, from initial evaluation through closing
• Manage transaction workflows, including diligence planning, data rooms, timelines, and cross-functional coordination
• Act as the primary liaison between Corporate Development and Operations to ensure integration readiness
• Translate diligence insights and financial analyses into actionable integration plans and business recommendations
• Coordinate pre-close integration planning, including Day 1 priorities, risk identification, and operational decision-making
• Partner closely with finance teams to align valuation, underwriting, and modeling with operational realities
• Develop executive-level presentations and materials for investment committees and Board review
• Maintain and track a pipeline of strategic investment opportunities, ensuring clear prioritization and status updates
• Support post-acquisition performance tracking against underwriting assumptions
• Drive cross-functional collaboration across Finance, Legal, HR, IT, and Operations to ensure seamless execution
• Build strong internal relationships to enable efficient decision-making and integration success
• Contribute to team development and continuous improvement of tools, processes, and best practices

Corporate Development Manager

• Consult with patients regarding their benefits, coverage and financial options
• Perform aspects of benefit verification and prior authorization
• Provide ongoing financial education and assistance to our patients throughout the continuum of their care, as an educator, advocate, and liaison
• Maintain patient accounts by obtaining, recording, and updating personal financial and insurance information