New Patient Liaison

Shady Grove Fertility

New Patient Liaison supporting patient inquiries regarding fertility services at US Fertility. Responsible for scheduling consultations and providing patient information with empathy.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $22 - $25 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Patient AccessDocumentation AccuracyWorkflow ManagementQuality AssuranceReport Preparation

Soft Skills

Active ListeningProfessionalismTeam CollaborationClear CommunicationEmotional Sensitivity