Main Duties & Responsibilities

Patient Experience & Front Desk Operations

• Serve as a primary point of contact for patients via phone, email, and in-person, greeting and warmly welcoming patients and visitors, providing exit greetings, and offering choice of organic tea from our tea menu to create a friendly, professional, and welcoming environment
• Deliver exceptional, compassionate, and professional patient service while supporting patients through emotionally sensitive fertility journeys with empathy, discretion, and a patient-centered approach
• Provide clear guidance regarding clinic processes, treatment timelines, and next steps, and respond to patient concerns and complaints in a tactful and courteous manner, escalating issues as appropriate
• Ensure reception and waiting areas are organized, welcoming, maintain reception supplies and report inventory requirements

Patient Coordination & Scheduling

• Respond to and track new patient referrals, contact patients to arrange initial consultations with physicians, and register new and returning patients to ensure optimal patient flow
• Book, confirm, reschedule, and coordinate appointments, diagnostic tests, and treatment-related services for physicians and practitioners, while managing physician schedules and clinic flow to optimize the patient experience
• Ensure timely communication and coordination among departments and share pertinent information with physicians and clinical teams to facilitate continuity of care and support patient care
• Create and maintain patient files within the medical record system and coordinate consent forms and cycle-related administrative requirements

Patient Communication

• Deliver a personable, inclusive, and elevated patient experience by engaging with patients daily through phone calls, emails, EMR portal messaging, and in-person interactions within a collaborative, multidisciplinary environment
• Respond to inquiries professionally and courteously, relay messages accurately and efficiently, and communicate effectively with patients, physicians, and colleagues
• Provide education and support regarding clinic procedures, diagnostic testing, and treatment options, ensuring patients understand the information and instructions provided

Billing & Financial Coordination

• Reviews payment records, identifies outstanding balances, collects payment due, and prepares invoices and receipts
• Process payments and support billing activities for OHIP-covered services, private-pay services, medication coordination, and pharmacy interactions, ensuring accuracy and compliance with clinic procedures
• Coordinate insurance, reimbursement, and other claim documentation, and provide patients with accurate financial information and assistance with billing inquiries

Clinical Workflow Support

• Provide administrative support to physicians, nurses, and embryology teams, including assisting with IVF cycle coordination, patient counselling preparation, and related documentation (non-clinical)
• Prepare for daily clinic operations by ensuring all essential reports and information are organized and readily available for the following day

Documentation & EMR Management

• Maintain accurate, complete, and confidential medical charts, patient and medical records, including electronic medical records (EMR), ensuring data integrity, confidentiality, and compliance with PHIPA and other privacy standards
• Enter efficient, detailed and accurate data and documentation and maintain reports, trackers, logs, and other administrative records using EMR systems (e.g., Accuro, Meditech, or fertility-specific platforms)
• Checks and operates faxes to ensure timely communication and documentation

Operational Support

• Provide high-quality customer service and administrative support to maintain efficient clinic operations and an optimal patient experience
• Collaborate with multidisciplinary teams to support workflow optimization, process improvements, and operational efficiency initiatives
• Report issues and patient concerns promptly to the supervisor and assist with general administrative duties, including reports, tracking, and data entry

Physician Administrative Support

• Provide day-to-day administrative support to physicians, including coordinating physician schedules, clinic appointments, procedure bookings, and coverage arrangements to ensure efficient clinic operations
• Prepare reports, trackers, physician correspondence, and coordinate referrals, laboratory requisitions, and diagnostic testing
• Facilitate communication among physicians, nurses, embryology teams, pharmacies, laboratories, and internal departments to support continuity of care.
• Maintain organized and confidential physician records and operational documentation in accordance with privacy and regulatory requirements

Qualifications and Requirements

• Post-secondary education in healthcare administration, medical office administration, or related field (preferred)
• At least 2 years of experience in a medical, fertility, or healthcare environment (fertility experience preferred), with experience working in a high-volume, patient-facing environment
• Exceptional written and verbal English communication skills, with the ability to communicate clearly, professionally, and empathetically in sensitive situations
• Strong documentation, correspondence, interpersonal, and listening skills, with a proven ability to deliver superior customer service and manage emotionally complex patient interactions with professionalism and care
• Demonstrated ability to work collaboratively within a multidisciplinary team, build strong cross-functional relationships, and maintain a positive, flexible, and supportive approach while working independently or as part of a team
• Exceptional organizational, multitasking, and time-management skills, with strong attention to detail and the ability to manage competing priorities in a fast-paced environment while maintaining confidentiality, professionalism, and composure under pressure
• Strong administrative and computer skills, including experience with EMR systems (e.g., Accuro, Meditech, or fertility-specific software), Microsoft Office applications, scheduling systems, and accurate documentation and data entry
• Demonstrated commitment to building a long-term career in healthcare or fertility, with a proactive, solutions-oriented mindset and a high level of accountability, reliability, integrity, and professionalism

Nice-to-Have (Preferred Assets)

• Direct experience in a fertility or IVF clinic setting, including familiarity with IVF cycle coordination workflows (non-clinical support), patient counselling workflows, fertility treatment processes and timelines, and reproductive endocrinology workflows
• Working knowledge of OHIP billing processes, private-pay structures in fertility care, medication coordination and pharmacy processes, and experience supporting high-volume specialty clinics
• Familiarity with fertility-specific EMR systems and other healthcare management platforms

Work Environment

• Fast-paced, patient-centered fertility clinic
• Collaborative, multidisciplinary team environment
• High level of patient interaction and emotional sensitivity

Personal Profile

• Sincere interest in helping people
• Comfortable working in team environment
• Conscientious, punctual and dependable
• Collaborative, agreeable and optimistic
• Calm under pressure
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