Client and Patient Services Coordinator

Scope: 

Maintaining a positive and impactful customer experience for customers and patients alike in regards to the storage of their biological samples. Maintaining professional and compassion daily responses to our customers and patients with inquires of processing payments, payment plans, and disposition of samples.  Interactions including Customer Success, Sales as well as our customers being patients and clinics. 

Job Summary:

Client and Patient Services Coordinators (CPSCs) have a vital role in client service and patient care and serve as the liaison between the IVF center, the patient, and the Embryo Options team. The CPSCs are the client advocates ensuring the client’s and their respective patient’s needs and concerns are addressed on all levels. The CPSCs provide coordinated care to patients of the referring IVF centers by developing a plan, monitoring progress, and ensuring patients successful journey through the Embryo Options system. The CPSCs facilitate patient interaction with the Embryo Options Billing team. CPSCs daily focus is to improve the client and patient experience while delivering exceptional customer service.

Essential Functions & Accountabilities:

• Educate patients about the donation/disposition options and assist patient in navigating through the process. 

• Answer all calls and emails to patients in a timely manner and resolves all needs daily prior to close of business. 

• Coordinates detailed information on refunds and requests itemized and payment receipts. 

• Manages client and patient issues that need to be addressed and when necessary, escalates appropriate issues to Manager. 

•  Ensures all communication and patient interactions comply with HIPPA requirements and other governing regulations. Ensures patients confidentiality is always maintained. 

• Maintains quality service by establishing and enforcing organization standards. 

• Maintains Embryo Options doc database by entering new information as it becomes available, verifying findings. 

•  Responsible for distributing and collecting consents via DocuSign. 

• Confirms receipt of documentation with patients and clients 

• Monitors Help scout for any new assigned tickets and handles in timely manner 

Travel: 

• No traveling is required outside of travel to office.  

Knowledge, Skills and Abilities:

1. The ability to provide excellent customer service is paramount. 
2. This position requires exceptional attention to detail with superior verbal and written communication skills. 
3. Applicants must be comfortable communicating with clients, doctors, staff members and patients in a compassionate and professional manner.
4.  The candidates must also be careful listeners, comfortable building relationships, able to resolve conflict, focused on teamwork and HIPPA compliance. 
5.   Computer proficiency in Word, Excel, Power Point, Go to Meeting, Microsoft Outlook, and Microsoft access also required. 

8 As an employee of CooperSurgical, you’ll receive an outstanding total compensation plan. 

9. As we believe your compensation goes beyond your paycheck, we offer a competitive salary, insurance coverage, 401(k) and a defined pension plan, paid time off for vacation, personal, sick and holidays, as well as a wide range of other perks and benefits. 

10. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team. 

11. CooperSurgical is an equal employment opportunity employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran 

Work Environment:

• As an employee of CooperSurgical, you’ll receive an outstanding total compensation plan. 
•  As we believe your compensation goes beyond your paycheck, we offer a competitive salary, insurance coverage, 401(k) and a defined pension plan, paid time off