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SalaryPOSITION SUMMARY
Our friendly, energetic Call Center Representative will be responsible for providing positive and proactive communications with existing and prospective patients via inbound and outbound telephone calls and email. This communication will be aligned and focused on always providing the best possible patient experience. This position handles all established patient incoming calls, scheduling, and phone triage.
ESSENTIAL RESPONSIBILITIES
- Delivers superior patient service on all inbound and outbound calls/contacts, emails, and/or chat sessions.
- Logs patient calls and all activities daily in electronic medical records (EMR) system.
- Effectively monitor inbound patient voicemails and emails to respond within 2 hours.
- Actively listens to caller’s requests to determine the appropriate type of referral or information needed based on caller’s needs and current availability; shows empathy and understanding to patients and consumers.
- Ability to handle a high call volume of inbound/outbound patient phone calls in a timely manner with a two hour turn around.
- Follows department guidelines for schedule adherence and ready status to ensure timely caller response.
- Collect and/or update demographic patient information to include patient insurance detailed information.
- Maintains daily communication with facility staff to include physician liaisons, office manager, front desk personnel, clinical staff, and physician(s).
- Simultaneously cross trained to support multiple facilities and physicians.
- Perform all other duties as assigned.
Hours: Monday - Friday, 8:00 am - 4:30 pm, and every 5th to 6th weekend: 4 hours each day, Saturday and Sunday, day-off offered during the following week.
EDUCATION AND/OR EXPERIENCE
- High School Diploma or equivalent required
- At least one year of experience in a healthcare setting scheduling patients required
- Experience using an electronic medical record (EMR) system strongly preferred
- Fertility work experience is a plus!
The Prelude Network is part of Inception Fertility, a family of patient-centered, tech-enabled brands that together seek to redefine the fertility patient experience. At Inception, we touch every stage of the fertility life cycle—from egg donations and preservation to fertilization, pharmaceuticals, and even financing—making us well positioned to help patients build families regardless of what their unique journey looks like. Our diverse portfolio also enables us to offer exceptional opportunities for professional growth across several fertility-related specialties.
Inception offers fantastic benefits to our team (Family members):
- FREE employee only coverage option for the medical, dental and vision plans plus FREE basic life insurance, EAP and long-term disability insurance!
- Adoption assistance and fertility benefits
- Maternity and paternity/partner paid leave
- 401k with generous match
- 11 Company-paid holidays (1float)
- PTO starting at 18 days/year
- Family member recognition program
- Continuing education/professional development reimbursement and time off
- Family member referral program
