New Patient Liaison

About the role

The New Patient Liaison role is available for a remote position at US Fertility, a nationally recognized fertility practice network. This opportunity offers the chance to grow within a respected organization while maintaining close connections with patients and teams.

Responsibilities

• Respond to inbound calls and digital inquiries from prospective patients seeking fertility services in a timely, professional, and compassionate manner
• Provide clear, accurate information regarding fertility services, scheduling processes, and next steps, while addressing patient questions with empathy and sensitivity
• Schedule new patient consultations accurately based on provider availability, patient needs, and established protocols
• Serve as a trusted guide for patients during their initial interaction, recognizing that many callers may be experiencing emotional stress or uncertainty
• Cook up and coordinate with clinical teams, practice staff, and leadership to ensure a smooth transition from initial contact to scheduled care, particularly when special circumstances or complex needs arise
• Accurately document all patient interactions, relevant details, and scheduling outcomes in designated systems to ensure continuity of care and data integrity
• Prepare reports and manage workflows for specialized patient populations, including oncology patients and partner-program participants with enhanced benefits
• Maintain compliance with HIPAA, patient privacy standards, and all organizational policies and procedures
• Conduct timely and appropriate follow-up with patients as needed to support access to care and completion of scheduling

Qualifications and Skills

• Associate or bachelor’s degree preferred
• Minimum of 3 to 5 years of experience in customer service, patient access, call center, or healthcare-related roles
• Demonstrated ability to communicate with empathy, professionalism, and clarity—especially in sensitive or emotional situations
• Strong active listening skills and the ability to explain information in a clear, supportive, and patient-centered manner
• Excellent verbal and written communication skills
• Strong attention to detail with the ability to accurately document information in multiple systems
• Experience in healthcare, patient scheduling, or fertility services is strongly preferred
• Bilingual skills are a plus

What You’ll Bring

We're looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter. Key qualifications include:

• Associate or bachelor’s degree preferred
• Minimum of 3 to 5 years of experience in customer service, patient access, call center, or healthcare-related roles
• Demonstrated ability to communicate with empathy, professionalism, and clarity—especially in sensitive or emotional situations
• Strong active listening skills and the ability to explain information in a clear, supportive, and patient-centered manner
• Excellent verbal and written communication skills
• Strong attention to detail with the ability to accurately document information in multiple systems
• Experience in healthcare, patient scheduling, or fertility services is strongly preferred
• Bilingual skills are a plus

What We Offer

• Competitive, comprehensive benefits package including medical, dental, and vision insurance, 401(k) with company match, tuition assistance, and professional development support
• Performance-based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

US Fertility and its network partners are dedicated to creating a diverse workforce that reflects and supports the communities and patients we serve. We are committed to equitable and inclusive hiring practices and offer career opportunities across the United States. We promote from within, support long-term career growth, and develop individual strengths.