Fertility New Patient Coordinator

Duke Health Integrated Practice is an exceptional, multi-specialty physician practice encompassing 140 clinics across North Carolina. We attract and retain premier medical professionals with competitive compensation, benefits, and a nurturing work atmosphere that unites passion and purpose.

Learn more about us: https://dhip.dukehealth.org/about-us

JOB LOCATION

Duke Fertility Center - 5601 Arringdon Park Dr Suite 210

JOB SUMMARY

We are seeking a Fertility New Patient Coordinator at our Fertility Center located in Morrisville, NC to be the the first point of contact for all new patients and referring providers. This role will be responsible for patient registration, scheduling, coordination of care activities and record collection for new fertility patients. The New Patient Coordinator will be an integral part of the fertility care team, demonstrating excellent customer service with great critical thinking skills and independently making decisions to provide continuity of care and a seamless patient experience. Full understanding of the fertility journey is necessary to be successful in this role. This role will maintain a professional image over the phone and when representing our center.

JOB DUTIES AND RESPONSIBILITIES

• Oversee complex processes often requiring multiple calls to the patient, referring physician, and previous facilities/providers to request records and record review with the clinical team.
• Independently determine appropriate providers and type of appointments needed for all new patients. Register and schedule all new patients (and their partners, where appropriate) with great attention to detail, utilizing scheduling guidelines to ensure accuracy and appropriateness. Pair partners or other applicable third-party contributors in our fertility EMR (BabySentry). Appointment coordination is necessary as many fertility patients will see multiple providers on their first visit, and need diagnostics and additional visits such as genetics. This is identified prior to the patient coming for the first time. This work must occur in a stepwise fashion to ensure smooth transitions and minimize disruptions for new patients accessing Duke.
• Educate patients on their upcoming fertility journey along with expected milestones.
• Ensure accurate insurance information and collect appropriate fees, when applicable.
• Accurately complete patient accounts based on departmental protocol, policies and procedures, and compliance with regulatory agencies, including but not limited to pre-admission, admission, pre-registration, and registration functions.
• Tailor patient estimates specifically to each patient based on specialized treatment plans and a large variety of fertility benefits. Coordinate special payors such as ARC or Progyny for fertility patients.
• Ensure self-pay waivers are completed, where applicable.
• Ensure all insurance requirements are met before patients' arrival and inform patients of their financial liability prior to arrival for services by engaging patients during a personalized consultation.
• Obtain authorizations based on insurance plan contracts and guidelines.
• Assist management with compiling departmental statistics for budgetary and reporting purposes.
• Utilize clinical and coding knowledge to ensure accurate and compliant charge items.
• Assist with recognizing and resolving billing inconsistencies.
• Ensure in-basket communication is complete in an efficient and timely manner.
• Coordinate patient medical records efficiently and thoroughly. This will entail assisting the patient with HIPAA release forms, obtaining said records, labeling the records, and scanning them into the patient’s chart.
• Ensure patients have completed all required steps to move into the next phase of their journey.
• Respond quickly to incoming onco-fertility patients and assist in prompt financial clarity regarding Livestrong or other support programs.
• Identify additional support services the patient may require such as the Pregnancy Loss Support Group, Fertility 101, EngagedMD education modules or a referral to the psychology team.
• Coordinate and/or participate in daily/weekly new patient review meetings with the multidisciplinary team.
• Perform other related duties incidental to the work described herein.

JOB ELIGIBILITY REQUIREMENTS

• Work requires a business or health background generally equivalent to a bachelor's degree.

• 2 years' experience in a health care or health care scheduling position and 3 years of relevant work experience (call center, health care scheduling, financial clearance, customer service, education) required with no degree or an equivalent combination of relevant education and/or experience.

• OR with Bachelor's Degree, 1 year relevant work experience in a health care or health care scheduling position.

JOB HOURS

The schedule for this position is day shifts, Monday-Friday, with no weekends or holidays.

Some roles within our organization may encompass essential job functions requiring distinct physical and/or mental capabilities. Further details and accommodation requests will be addressed by individual hiring departments.

Duke Health Integrated Practice is dedicated to Equal Opportunity Employment, fostering a diverse workforce without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

We aspire to build a community grounded in collaboration, innovation, creativity, and belonging. Our shared achievements rely on a dynamic exchange of ideas, flourishing best when a multitude of perspectives, backgrounds, and experiences thrive. Upholding these values is a collective responsibility within our community.

This job description aims to outline representative responsibilities for this title, not an exhaustive account of specific duties. Employees may be assigned job-related tasks beyond those explicitly outlined here.