Job Details

Description ABOUT YOU: Pacific Fertility is hiring a Full-time New Patient Scheduler for our Burnaby office scheduled Monday to Friday from 8:00am– 4:30pm.

The New Patient Scheduler I provide positive and proactive communications with prospective and existing patients via inbound and outbound calls, patient platforms, and email. The communication is focused on providing best-in-class patient care. This position handles all new patient inquiries, obtains patient registration, and reports weekly and monthly data (inquiries and registrations) as requested.

Your Responsibilities

• Delivers best-in-class patient service on all inbound and outbound calls/contacts, emails, and/or chat sessions.
• Instructs patients desiring new patient appointments to complete required registration forms.
• Logs patient calls and all activities daily in EMR systems.
• Routes registration forms to appropriate contact at each location and/or business office representative.
• Maintains monthly log for new patient referral totals.
• Send new patient packet to potential new patients when requested.
• Maintains patient confidentiality and adheres to applicable regulatory compliance guidelines.
• Effectively monitor inbound patient voicemails to respond within established deadlines for all Canadian facilities.
• 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 within established timelines.
• Follows department guidelines for schedule adherence and ready status to ensure timely caller response.
• Monitors patient/spouse portal completion prior to their scheduled initial consultation.
• Responsible for reviewing new patient referrals and online potential new patient submissions simultaneously throughout the day.
• Responsible for monitoring the completion of patient registration forms/ROI forms.
• Collect all demographic patient information to include patient insurance detailed information.
• Review all inbound patient referrals to include (but not limited to) from patients, facility, and physician liaisons.
• Prepare patient preliminary blood test requisitions.
• Maintains regular communication with physician liaisons, Managing Director, front desk personnel, clinical staff, and physician(s).
• Assist patients with multiple patient platforms so patient can seamlessly access welcome package, educational videos, and consent forms.
• Simultaneously cross trained to include multiple facilities and physicians.
• Responsible for daily/weekly schedule balancing to include multiple facilities/physician(s)
• Converts referral calls and online submission requests to appointments according to departmental guidelines, to adhere to SLA process.
• Responsible for maintaining all new patient leads.
• Consistently meets patient lead targets

What You Bring To The Table

• Up to two (2) years of patient or customer experience.
• Minimum high school diploma required.
• Medical Office Assistant certificate considered an asset.
• Experience in a medical office practice preferred.

What’s In It For You Your wants, needs, and dreams matter here at Pacific Fertility, so here’s a bit of insight about the support you can expect from us:

• Competitive pay starting at $22.17 per hour
• Comprehensive benefits plan.
• Fertility Benefits
• Four (4) weeks' vacation
• 10 Personal Care Days
• Team events
• Employee Assistance Program
• E-tools to assist with meditation, sleep, focus, etc.
• First class work facilities
• Personal & professional development

DID WE CATCH YOUR ATTENTION? If so, we’d love to hear from you – apply today! PS… Pacific Fertility is proud to be an equal opportunity employer. We celebrate the diversity of all employees and applicants and are strongly committed to creating an inclusive environment for everyone. If you need reasonable accommodation at any point in the application or interview process, please let us know.

We also thank all the candidates who take the time and energy to apply. Given the volume of applications, it makes responding personally to each applicant difficult, but please know we are grateful for your interest. We look forward to connecting with you through this search or future ones.