Full-time Patient Services Coordinator/Front Desk

Job Purpose

The Front Desk/Patient Services Coordinator serves as the first point of contact for patients and visitors, providing a welcoming and supportive environment while ensuring efficient clinic operations. This role manages patient check‑in, verifies documentation, coordinates communication, and supports the care team to deliver high‑quality reproductive health services.

Responsibilities

• Greet all incoming patients and visitors with professionalism and empathy.
• Update patient files and guide patients through their visit according to provider appointment templates.
• Anticipate patient needs and anxieties, providing reassurance and clear communication.
• Assess scheduling conflicts and recommend solutions to optimize patient flow.
• Collect patient payments and copays as required.
• Collaborate with the Finance team to ensure accurate and up‑to‑date insurance information.
• Verify patient demographic and insurance details for accuracy.
• Send, receive, and scan medical records using fax, electronic communication, and the Carelink portal.
• Respond to patient emails and portal messages, escalating to appropriate teams when necessary.
• Send patient balances, statements, and respond to scheduling and general inquiries.
• Answer phones and return voicemails in a timely manner in accordance with office policies.
• Perform daily appointment confirmation calls.
• Maintain patient handouts and supplies (education materials, semen analysis kits, graduation bags, coffee bar supplies) and report office supply needs to the supervisor.
• Support Clinical Operations Specialist and New Patient Service Coordinator when necessary.
• Review provider assignments to ensure accurate scheduling.
• Maintain patient waitlists and track ovulation induction appointments.
• Ensure timely IVF follow‑up scheduling to maximize provider utilization.
• Send patient satisfaction surveys to support quality‑improvement efforts.
• Resolve patient concerns using de‑escalation techniques and positive reassurance.
• Collaborate with clinic leadership to address and resolve discrepancies when appropriate.
• Participate in the education and training of new front‑desk staff members; mentor peers.
• Promote a collaborative and productive environment intra‑ and inter‑departmentally.

Requirements

• High School Diploma or GED required.
• Minimum of two (2) years of clerical or administrative experience.
• Experience in the medical field preferred.
• Associate’s degree: one (1) year of experience preferred.
• Bachelor’s degree: no experience required.

Skills

• Customer focus – prioritizes patient needs and resolves issues effectively.
• Technical expertise – proficient in Microsoft Office and scheduling systems.
• Coachability – open to feedback and committed to continuous improvement.
• Accountability – meets performance expectations and supports team goals.
• Fiscal responsibility – understands insurance processes and budget impact.
• Coaching & training – supports staff onboarding and participates in staff meetings and training.
• Conflict resolution – navigates interpersonal challenges with professionalism.
• Problem solving – applies logic and intuition to resolve operational issues.

Benefits

• Medical, dental, and vision insurance options (for employees working a minimum of 30 hours per week).
• Retirement 401(k) plan.
• Paid time off and paid holidays.
• Company‑paid life insurance, long‑term disability, and AD&D.
• Flexible Spending Accounts.
• Employee Assistance Program.
• Tuition reimbursement.

Schedule

Full‑time, Monday‑Friday. Primary shift: 8:00 am – 4:00 pm. An alternate shift at the Basking Ridge location is 5:30 am – 11:30 am. Two holidays per year are required.