Fertility New Patient Coordinator

Duke Health Integrated Practice is an exceptional, multi-specialty physician practice encompassing 140 clinics across North Carolina. We attract and retain premier medical professionals with competitive compensation, benefits, and a nurturing work atmosphere that unites passion and purpose.

Learn more about us: https://dhip.dukehealth.org/about-us

 

JOB LOCATION

Duke Fertility Center - 5601 Arringdon Park Dr Suite 210

 

JOB SUMMARY

We are seeking a Fertility New Patient Coordinator to plan, coordinate and participate in the new patient onboarding journey. This role will be responsible for the establishment and operation of the specialized fertility onboarding program, as well as develop, coordinate and advise on policies related to specified activities. The Program Specialist will be an integral part of the fertility care team, demonstrating excellent customer service with great critical thinking skills and independently making decisions to provide continuity of care and a seamless patient experience. Full understanding of the fertility journey is necessary to be successful in this role. This role will maintain a professional image over the phone and when representing our center.

 

JOB DUTIES AND RESPONSIBILITIES

• Plan, coordinate and participate in the implementation of the new patient onboarding program, specific to Duke Fertility Center, including but not limited to:
  • Oversee complex process often requiring multiple calls to the patient, referring physician, previous facilities/providers to request records and record review with the clinical team.
  • Independently determine appropriate providers and type of appointments needed for all new patients. Register and schedule all new patients (and their partners, where appropriate) with great attention to detail, utilizing scheduling guidelines to ensure accuracy and appropriateness. Pair partners or other applicable third party contributors in our fertility EMR (BabySentry). Appointment coordination is necessary as many fertility patients will see multiple providers on their first visit, need diagnostics and additional visits such as genetics. This is identified prior to the patient coming for the first time. This work must occur in a stepwise fashion to ensure smooth transitions and minimize disruptions for new patients accessing Duke.
  • Educate patients on their upcoming fertility journey along with expected milestones.
  • Ensure accurate insurance information and collect appropriate fees, when applicable.
  • Coordinate patient medical records efficiently and thoroughly. This will entail assisting the patient with HIPAA release forms, obtaining said records, labelling the records and scanning them into the patient’s chart. Conduct review process for all new patients to ensure all records are complete and accurate in a timely manner. Work closely with the Service Access Nurse to identify gaps in documents or previous testing.
  • Ensure patients have completed all required steps to move into the next phase of their journey.
  • Triage incoming onco-fertility patients and assist in prompt scheduling (within 24-48 hours).
  • Identify additional support services the patient may require such as the Pregnancy Loss Support Group, Fertility 101, EngagedMD education modules or a referral to the psychology team.
  • Ensure effective provider template utilization by reviewing upcoming days for open slots and filling them with appropriate patients.
  • Coordinate and/or participate in daily/weekly new patient review meetings with the service access nurse.
• Train employees in proper methods and procedures and ensure correctness of work.
• Advise supervisor as to the status of the efficacy of the new patient onboarding program and make recommendations for solutions to problems identified.
• Maintain liaison with other programs and departments to ensure appropriate continuity of care for the patient undergoing the fertility journey.
• Organize, develop and participate in community outreach events.
• Provide input and insight to our Patient Experience and Work Culture Committee as we continue on the path of optimizing the journey of patients within our division (including Pediatric and Adolescent Gynecology and onco-fertility service lines).
• Perform other related duties incidental to the work described herein.

 

JOB ELIGIBILITY REQUIREMENTS

• Work requires a business or health background generally equivalent to a bachelor's degree.

• 2 years' experience in a health care or health care scheduling position and 3 years of relevant work experience (call center, health care scheduling, financial clearance, customer service, education) required with no degree or an equi