INTAKE COORDINATOR

Clinic: Generation Fertility

Location: Ontario Job Type: Full-Time Reports To: IntakeTeam Lead / Clinic Operations Manager

Generation Fertility is committed to delivering exceptional reproductive healthcare through innovation, collaboration, and patient-centered care. We recognize that the first interactions patients have with our clinic help shape their entire fertility journey. We are seeking a compassionate, organized, and proactive Intake Coordinator to support patients as they navigate the early stages of care and begin treatment planning.

The Intake Coordinator serves as the primary point of contact for prospective and newly referred patients, ensuring a seamless onboarding experience while helping patients complete the necessary steps to move efficiently into consultation and treatment.

JOB OVERVIEW

The Intake Coordinator is responsible for guiding new patients through the intake process, ensuring that required documentation, diagnostic testing, referrals, and investigations are completed in a timely manner. This role works closely with physicians, nursing staff, and administrative teams to maximize physician schedules, reduce delays in care, and provide exceptional patient support from the first point of contact.

The ideal candidate is highly organized, patient-focused, and comfortable managing multiple priorities in a fast-paced healthcare environment.

RESPONSIBILITIES

PATIENT INTAKE & ONBOARDING

• Serve as the primary point of contact for prospective and newly referred patients.
• Guide patients through the onboarding process from referral to initial physician consultation.
• Ensure patient registration, intake forms, consents, and demographic information are completed accurately.
• Educate patients on the clinic onboarding process, timelines, and next steps.
• Assist patients in navigating the fertility journey by providing information and resources appropriate to their stage of care.
• Respond to patient inquiries via phone, email, and patient communication platforms in a timely and compassionate manner.

DIAGNOSTIC & TREATMENT READINESS COORDINATION

• Review patient charts to identify outstanding diagnostic testing, referrals, records, or investigations required prior to consultation or treatment.
• Coordinate laboratory requisitions, imaging appointments, semen analyses, sonohysterograms, and other fertility investigations as directed by clinic protocols.
• Monitor completion of required diagnostics and proactively follow up with patients regarding outstanding requirements.
• Ensure physician schedules are populated with consultation-ready patients who have completed required testing and documentation.
• Work collaboratively with nursing and physician teams to reduce delays and improve access to care.

SCHEDULING & PHYSICIAN SUPPORT

• Manage consultation scheduling and waitlists to optimize physician utilization and clinic capacity.
• Identify opportunities to fill cancelled appointments and maximize schedule efficiency.
• Coordinate follow-up appointments and facilitate smooth transitions between stages of care.
• Prepare patient charts and documentation for upcoming consultations.
• Communicate with physicians and clinical teams regarding scheduling needs and patient readiness.

PATIENT EXPERIENCE & RELATIONSHIP MANAGEMENT

• Provide a welcoming, supportive, and patient-centered experience throughout the intake process.
• Address patient concerns and escalate clinical questions to the appropriate nursing or physician team member.
• Support patients through what is often an emotional and complex process by demonstrating empathy, professionalism, and responsiveness.
• Maintain ongoing communication with patients to ensure they remain engaged in their care journey.

ADMINISTRATIVE & OPERATIONAL SUPPORT

• Maintain accurate and up-to-date electronic medical records.
• Document patient communications and activities within the EMR.
• Assist with referral management and acquisition of external medical records.
• Monitor intake-related metrics including referral volume, lead-to-booking conversion, booking-to-consult conversion, and time-to-consultation.
• Participate in process improvement initiatives designed to improve patient access and operational efficiency.

QUALIFICATIONS

• College diploma or post-secondary education in Healthcare Administration, Medical Office Administration, Business Administration, or a related field preferred.
• Previous experience in a medical office, fertility clinic, healthcare intake, patient coordination, or customer service role preferred.
• Experience within fertility, reproductive health, women's health, or private healthcare considered a strong asset.
• Familiarity with electronic medical records and scheduling systems.
• Strong computer skills and proficiency with Microsoft Office applications.

SKILLS & COMPETENCIES

• Exceptional customer service and relationship-building skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities while maintaining accuracy.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently while collaborating effectively within a multidisciplinary team.
• Compassionate, empathetic, and patient-focused approach.
• Commitment to patient-centered care and service excellence.
• Demonstrated commitment to creating a safe, respectful, and inclusive environment for all patients, including members of the 2SLGBTQIA+ community.