Are you ready for an exciting opportunity? Generation Next Fertility is seeking an energetic, compassionate, detail-oriented, and highly organized individual to join our team as a Patient Care Coordinator. This role combines exceptional customer service with clinical and administrative support to ensure patients receive a seamless experience throughout their fertility journey. The Patient Experience & Care Coordinator serves as a key point of contact for patients, assisting with appointment coordination, physician follow-up, communication during treatment cycles, documentation, and overall patient support from initial inquiry through completion of care. The ideal candidate is patient-focused, proactive, professional, and able to thrive in a fast-paced healthcare environment. Job Responsibilities Patient Experience & Customer Service • Provides exceptional customer service to all patients, visitors, and team members. • Creates a welcoming, supportive, and compassionate environment for patients and their families. • Answers patient inquiries and serves as a resource throughout the patient journey. • Optimizes patient satisfaction through proactive communication and follow-up. • Assists in managing the patient waiting experience and communicates updates when appropriate. • Anticipates patient needs and helps alleviate patient concerns and anxieties. • Maintains reception and patient-facing areas in a professional manner. • Assists with patient check-in, check-out, scheduling, and medical record coordination. • Acts as a liaison between patients, physicians, clinical staff, and administrative teams. • Assists with answering and routing incoming phone calls. Clinical & Administrative Coordination • Scribes during physician consultations and follow-up appointments, ensuring accurate documentation within the electronic medical record. • Reviews physician instructions and communicates treatment plans, medication directions, testing requirements, and follow-up recommendations to patients. • Conducts patient outreach and follow-up throughout IVF, fertility preservation, donor, gestational carrier, and other fertility treatment cycles. • Sends and responds to patient portal messages, emails, and other patient communications. • Coordinates treatment milestones and assists patients in completing required steps throughout their care. • Documents patient interactions and communications accurately and in a timely manner. • Escalates clinical questions, concerns, or urgent matters to the appropriate provider or clinical team member. • Collaborates closely with physicians, nurses, care coordinators, financial coordinators, and administrative staff to ensure continuity of care. • Supports various clinical and administrative workflows as assigned. On-Call Responsibilities • Participates in a rotating Sunday on-call schedule, every 8 weeks. • Participates in weeknight on call shifts, every two weeks • Saturday coverage every other week • Provides reception and administrative coverage during assigned on-call shifts. • Assists with patient communication, appointment-related tasks, and operational support as needed. • Responds promptly to assigned administrative inquiries and patient service requests during on-call coverage. Additional Responsibilities • Maintains patient confidentiality and HIPAA compliance at all times. • Demonstrates professionalism, discretion, and sound judgment when handling sensitive information. • Participates in departmental meetings, training, and process improvement initiatives. • Performs other duties as assigned. Qualifications • Strong customer service, patient relations, and communication skills required. • Excellent verbal and written communication abilities. • Highly organized with strong attention to detail and problem-solving skills. • Ability to multitask and prioritize effectively in a fast-paced environment. • Positive, professional, and team-oriented attitude. • Ability to work independently while collaborating effectively with multidisciplinary teams. • Experience with electronic medical records and healthcare software preferred. • Proficiency with Microsoft Office Suite and general office equipment. • Prior healthcare, fertility, medical office, concierge, hospitality, or patient coordination experience preferred. • Knowledge of fertility treatment and reproductive healthcare is a plus. Physical Requirements • Ability to sit, stand, walk, bend, and reach throughout the workday. • Ability to use a computer and telephone for extended periods. • Ability to occasionally lift and carry office supplies up to 20 pounds. Work Schedule This is a full-time position requiring approximately 45–50 hours per week, including alternating Saturday coverage. Based on operational needs, occasional early-morning, evening, and additional weekend coverage may be required, along with participation in a rotating Sunday on-call schedule. Because we make a significant investment in training and developing our team members, we strongly prefer candidates who are prepared to commit to the role for a minimum of two years. Salary Range $65,000—$68,000 USD