Fertility Patient Programs Administrative Coordinator

Coopersurgical - San Ramon, CA

Full-time - Entry Level

San Ramon, CA

Chemical Manufacturing

About the position

The Fertility Patient Programs Administrative Coordinator is a high-level administrative role that plays a crucial part in supporting the Fertility Patient Program (FPP) team. This position involves a variety of key administrative functions that are essential for the smooth operation of the program. The coordinator will be responsible for triaging electronic patient communications, registering patients, and contacting newly registered patients to assist with scheduling appointments. Additionally, the role includes the creation of patient case files and monitoring patient progress through the FPP reimbursement process. The coordinator will also participate in various projects that support the Medical Affairs department as needed, and will perform other duties as assigned by the manager. In this role, the coordinator will need to respond promptly to customer needs, solicit feedback to improve service, and ensure that commitments are met. Exceptional attention to detail is required, along with superior verbal and written communication skills. The coordinator must be comfortable communicating with patients, doctors, and staff members in a compassionate and professional manner. Strong problem-solving skills are essential, as the coordinator will need to identify and resolve issues in a timely manner, gather and analyze information skillfully, and develop alternative solutions. The ability to handle multiple tasks simultaneously while maintaining confidentiality is also critical. The position may require working effectively from a remote setting and sitting for extended periods while using computer equipment.

Responsibilities

• Monitor shared email account and other designated systems for incoming communications or other information related to FPP patient referrals.
• Complete registration of referred patients in the appropriate systems, as instructed by Manager.
• Contact newly registered patients with scheduling link or program information; send reminder emails to non-responsive patients and notifications to clinics regarding non-responsive patients.
• Schedule patient appointments, as needed (oftentimes across time zones, and languages).
• Respond to incoming communications from patients, clinics, and internal colleagues in a timely manner; address or defer questions as appropriate.
• Create patient case files; compile documentation and records provided by clinics and patients in an organized manner.
• Assign cases to review team, per standard operating procedures, as directed by Manager.
• Escalate patient and clinic questions, concerns, or complaints to Manager and other internal stakeholders.
• Assist Manager and other FPP team members with requests for additional information, including data collection.
• Other duties and projects as approved by Manager and/or Department Head.

Requirements

• High School Diploma required; Bachelor's Degree highly desired.
• Willing to consider someone pursuing a degree who demonstrates the level of customer service required in a fast-paced medical setting.
• Computer proficiency in Word, Excel, PowerPoint, and Microsoft Outlook.
• Familiarity with SmartSheet and SharePoint is preferred.
• Exceptional attention to detail with superior verbal and written communication skills.
• Strong problem-solving skills and able to identify and resolve problems in a timely manner.
• Ability to handle multiple tasks simultaneously.
• Ability to maintain confidentiality.
• Ability to work effectively from a remote setting and to sit for extended periods of time using computer equipment.

Nice-to-haves

• Experience in a medical setting.
• Knowledge of fertility patient programs or healthcare administration.

Benefits

• Health insurance
• 401(k)
• Paid time off
• Parental leave
• Fertility benefits