Patient Liaison
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Job Description
New Patient Liaison supporting US Fertility's remote team by generating new patient appointments. Utilize an empathetic approach to consult and guide prospective customers through the healthcare experience.
Responsibilities:
- Prioritize time to generate increased new patient appointments by performing over the phone prospective customer consultations and closing new business
- Use a “soft sell” and empathetic approach to convert prospective customers into very satisfied customers by responding to questions and explaining in detail the features and benefits of choosing US Fertility
- Coordinate with USF offices and supervisors to ensure a seamless transition for prospective customers referred to medical diagnosis and treatment, especially when unusual conditions are present
- Prepare and report on the metrics on the inside sales results and make recommendations to the leadership team on how to improve processes and increase sales
- Accurately maintain customer database that tracks all relevant program information, including individual progress of prospective customers
- Notate all unusual circumstances and document conversations with the potential customers in the database to ensure that complete, current and accurate information is available to everyone in the department
- Follow-up with all prospective customers
Requirements:
- Bachelor’s degree required in Biology, Psychology, Sociology, or a related field.
- Bilingual Spanish preferred.
- Five years customer service experience with at least two-three years inside sales experience
- Competency in active listening and relationship building, and ability to communicate with empathy
- Ability to build deep personal connections with callers who may be very emotional about the challenges they face in their effort to build a family
- Ability to communicate accurately and concisely
- Excellent interpersonal and telephone skills.
- Bilingual would be plus
- Ability to function in a self directed manner, organize work tasks and information efficiently, monitor quality/effectiveness, collaborate within and across teams and execute timely and accurate follow through.
- Working knowledge of healthcare services/fertility is a plus
Benefits:
- Medical, dental, and vision insurance
- 401(k) with company match
- Tuition assistance and professional development support
- Performance-based bonus opportunities
- Generous paid time off, paid holidays, and paid parental leave
- Life and disability benefits
- Fertility Discount Program
- Employee wellness and recognition programs
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