What are the responsibilities and job description for the PATIENT EXPERIENCE CALL CENTER COORDINATOR position at Pinnacle Fertility?
About Us
Pinnacle Fertility is the nation's fastest-growing physician-centric fertility care platform, supporting more than 25 high-performing fertility clinics and comprehensive fertility service providers nationwide. Under a united mission of fulfilling dreams by building families, Pinnacle clinics offer innovative technology and processes, compassionate patient care, and comprehensive fertility treatment services, ensuring families receive a high-touch experience on their path to parenthood. Learn more at www.pinnaclefertility.com.
About the Role
As a Patient Experience Call Center Coordinator , you will be the first point of contact for potential patients, playing a crucial role in their fertility journey. This role goes beyond scheduling-it's about providing a warm, welcoming, and supportive experience while ensuring every patient feels valued and informed. You will manage both inbound and outbound patient interactions, ensuring new leads are nurtured and converted into scheduled appointments.
Additionally, you will be responsible for Key Performance Indicators (KPIs) related to patient engagement, including call-to-appointment conversion rates, appointment cancellation rates, and call quality standards to help optimize the patient experience.
Key Responsibilities
- Serve as the first point of contact for new patients, providing a warm and supportive experience.
- Answer inbound calls, respond to patient inquiries, and manage outbound leads.
- Process new patient requests, referrals, and portal follow-ups.
- Maintain and update patient records in the EMR system.
- Coordinate appointment scheduling, cancellation waitlists, and referral requests.
- Respond to SMS inquiries and document submissions.
- Assist with department projects and training as needed.
- Other duties as assigned.
Position Requirements
Compensation & Benefits
Diversity & Inclusivity at Pinnacle Fertility
At Pinnacle Fertility, we celebrate and value diversity . We serve everyone, regardless of gender, sexual orientation, race, ethnicity, or religion. Just as we embrace the diversity of our patients, we foster an inclusive work environment where team members feel supported and empowered. We are proud to be an equal-opportunity employer and encourage applicants from all backgrounds, abilities, and life experiences to apply.
Salary : $19 - $22
