Care Advocate
Who we are:
Oma is a network of clinics opening throughout the US, comprise an innovative CA based fertility clinic start-up. Our mission is to empower growing families with science forward, affordable fertility treatment that set a new standard in IVF success rates. We believe in a world in which everyone seeking to have a child can successfully access the most advanced fertility treatments.
Position Summary:
The Remote IVF Care Coordinator provides highly personalized care to leads and patients, ensuring their experience at OMA is smooth from the beginning to the end. This position interacts directly with leads, patients, providers, clinical staff, financial team, and management. The Care Advocate reports to the Customer Success Manager.
Responsibilities may include:
● Manage leads across all marketing platforms, with ability to assess the needs of leads and present information on fertility services and financials available at OMA. Explain an often difficult and confusing process in a digestible manner.
● Respond to lead and established patient inquiries, assisting them with their questions, scheduling appointments, taking payments.
● Review all new patient appointments daily and reach out to patients post visit. Provide guidance and walk them through their fertility journey at OMA. Be a liaison between the patients and clinical teams.
● Lead meetings (daily/weekly/as needed). Collaborate with sales, finance, clinical, and management to develop processes to alleviate pain points of the patient journey. Implement changes to improve patient acquisition/retention.
● Track conversions along the marketing funnel: Inquiries, Inquiries to Scheduled Appointments, Testing to Follow-up Visits, Follow-up Visits to Treatment, Patient/Treatment Retention, Refund Requests.
● Generate weekly and monthly reports of new leads, referrals, marketing efforts, and procedures.
● Financial Coverage: Train on the financial process and provide backup coverage to the Financial Care Coordinator. Be able to provide patients with financial information, educating them on estimates for treatment and medications, insurance coverage/reimbursement and financial assistance with external parties such as CapexMD. Collect payment information and communicate with the clinical team that patients are cleared to start treatment.
● Egg Donation Program Coverage: Train on the egg donor process and provide backup coverage to the Third-Party Coordinator when needed. Be able to conduct pre-screening of potential donor and correspond with them, track the application and donation process and be the liaison between the donors and clinical staff.
Minimum Qualifications:
● Experience in the fertility or medical field. The candidate must possess a basic understanding of reproductive health.
Competencies:
● Excellent computer knowledge, including proficiency in Word and Excel. Ability to learn Electronic Medical Records and any new applications needed for the position.
● Empathic and motivated to help patients. Strong interpersonal and problem-solving skills and be able to deal with intricate and sensitive subjects.
● Excellent verbal and written communication skills.
● Excellent teamwork and networking skills.
● Strong organizational and time management skills. Works well independently.
Physical Demands and Work Environment:
While performing the duties of this job, the employee is regularly required to sit, use hands and fingers to handle or feel, as well as talk and hear. The employee is regularly required to reach with hands and arms. The employee is required to stand and walk. The employee may lift and/or move up to 10 pounds. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
To find out more: If you have this experience, are curious and intrigued but would like to learn more, please send your Linked-In profile or a brief overview of your experience and let’s schedule a 30-minute chat.
Our Company is an equal opportunity employer. Employment and processes, including decisions to hire, promote, discipline, or discharge, are based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
Our Company requires those hired into this position to provide proof that they have received the COVID-19 vaccine. Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Our Company. Such requests will be subject to review and approval by Our Company, and exemptions will be granted only if Our Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements. The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of patients, colleagues, and community. Employment is also contingent upon successful completion of a background check.