Mate Fertility, Inc Hiring for Patient Care Navigator at Remote Full Time

Mate Fertility is growing and we need just the right talented individual to help us get where we are going! Through our model, we help to make affordable high-quality fertility care accessible to underserved areas. Resilient, dynamic problem-solvers are urged to apply today!

Our Mission

Our mission is to make high quality fertility treatment affordable, accessible and consistent throughout the United States by finding “fertility deserts” and upskilling OB/GYN partner providers under REI supervision to practice at the top of their license while providing the best-in-class patient experience.

Our Values

Mission First * Align your actions and attitudes with virtue * Think Differently * Everyone Matters

Summary

The Patient Care Navigator position requires a kind, caring, and compassionate individual able to actively listen and communicate via phone and email promptly and accurately. You will have a high volume of patient calls on a daily basis and you will be required to manage production goals while providing the highest level of service to patients.

Essential Responsibilities

• Provide Tier 1 customer support to patients
• Become an expert in mate fertility internal systems – including EMR, and CRM systems
• Find and implement creative ways to reduce patient leakage throughout their journey
• Schedule and complete both Mate Advisor Sessions and Mate Financial Advisor Sessions with the goal of accessing and scheduling patients who are ready to move forward with fertility treatment
• Execute advisor sessions with potential new patients over the phone
• Must create patient financial estimates, receive and post patient payments and manage the billing invoices
• Serve as financial liaison and provide guidance to patients
• Assist in enrolling patients in medical programs
• Answer phones, make appointments, and communicate with both potential and existing patients regularly throughout their journey.
• Respond efficiently and accurately to callers and ensure that patients feel supported and valued
• Strive to meet or exceed call center metrics while providing excellent consistent customer service
• Ensure confidentiality at all times in compliance with HIPAA and federal regulations
• Take part in training and other learning opportunities to expand knowledge of the company and understand medical procedures and protocols
• Exemplify Mate Fertility’s values and ethics in all your work
• High emotional intelligence
• Must be kind, caring and compassionate with patients at all times
• Strong organizational and time management skills
• Excellent written/verbal communication skills, including superior active listening skills
• Strong problem-solving skills
• Highly motivated, driven and self-starting individual
• Ability to work in a fast paced, team-oriented and primarily remote environment
• Strong commitment to Mate Fertility values

Qualifications

• High emotional intelligence
• Must be kind, caring and compassionate with patients at all times
• Strong organizational and time management skills
• Excellent written/verbal communication skills, including superior active listening skills
• Strong problem-solving skills
• Highly motivated, driven and self-starting individual
• Ability to work in a fast paced, team-oriented and primarily remote environment
• Strong commitment to Mate Fertility values

Education/Experience Requirements

Required

• Must be able to work in multiple time zones
• Minimum 2 years’ experience in customer service with proven record for delivering exceptional customer service
• Minimum 2 years’ experience working with Electronic Medical Record (EMR) and Customer Relationship Management (CRM) applications
• Minimum 1 year experience in healthcare setting

Preferred

• At least 1 year experience in fertility industry a plus
• Bi-lingual in English and Spanish strongly preferred.

Physical/Mental Requirements

• Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer monitor, extensive reading.
• Required to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

At Mate Fertility we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us fertility expertise to all who need it. All applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. We are, unfortunately, unable to sponsor international talent as this time.