Full-Time Patient Services Coordinator/Front Desk

The Front Desk/Patient Services Coordinator at Triangle MSO, a joint venture between IVI RMA North America and UNC Health, is needed for a Full-Time position in Raleigh, North Carolina. This role operates Monday-Friday from 7am-3:30pm with weekend rotations.

About the role

• Serves as the first point of contact for patients and visitors, providing a welcoming and supportive environment.
• Ensures efficient clinic operations by managing patient check-in, verifying documentation, coordinating communication, and supporting the care team.
• The ideal candidate should be compassionate, detail-oriented, and thrive in a fast-paced, patient-centered environment.

Essential Functions And Accountabilities

• Patient Reception & Support:
• 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.
• Financial & Insurance Coordination:
• 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.
• Medical Records & Communication:
• Send, receive, and scan medical records using fax, electronic communication, and 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, return voicemails in a timely manner in accordance with office policies.
• Perform daily appointment confirmation calls.
• Maintain patient handouts and supplies including but not limited to education/informational materials, semen analysis kits, graduation bags, coffee bar supplies and report office supply needs to supervisor.
• Support Clinical Operations Specialist and New Patient Service Coordinator when necessary.
• Scheduling Accuracy & Optimization:
• 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.
• Patient Satisfaction & Issue Resolution:
• 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.
• Participates in the education and training of new front desk staff members. Mentor peers.
• Promotes a collaborative and productive environment both intra-departmentally as well as inter-departmentally.

Position Requirements/Experience

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

Technical 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.
• 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, Vision Insurance Options
• Retail 401K Plan
• Paid Time Off & Paid Holidays
• Company Paid: Life Insurance & Long-Term Disability & AD&D
• Flexible Spending Accounts
• Employee Assistance Program
• Tuition Reimbursement

About Triangle MSO LLC

• Triangle MSO LLC is the largest group in the world devoted exclusively to human Assisted Reproduction Technology.
• Triangle MSO LLC embraces the great responsibility of advancing the field of human reproduction.
• Triangle MSO LLC Innovation, as one of the pillars of Triangle MSO LLC Global, is a renowned leader in fertility research and science.
• Visit us at: https://rmanetwork.com/ & https://www.ivirma.com/.

EEO Statement

Triangle MSO LLC is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Triangle MSO LLC is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Triangle MSO LLC are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Triangle MSO LLC will not tolerate discrimination or harassment based on any of these characteristics. Triangle MSO LLC encourages applicants of all ages.