Office Coordinator

Fertility Associates of Memphis is seeking a compassionate and organized Office Coordinator to join our team. As the first point of contact for our patients, the Office Coordinator plays a crucial role in creating a welcoming environment and ensuring every patient feels supported from the moment they arrive. This individual will thrive in a fast-paced clinical setting, love being part of a team, and find deep purpose in helping people on their path to parenthood.

KEY RESPONSIBILITIES

Patient Check-In & Reception

• Warmly greet and check in patients upon arrival, ensuring a positive and reassuring first impression

• Provide patients with clear instructions and any necessary paperwork at the time of check-in

• Collect and verify insurance cards and pharmacy benefit cards, and enter information accurately into the system

• Collect co-pays, outstanding balances, and any other payments due at the time of service; provide receipts and document transactions appropriately

• Manage patient flow in the lobby and communicate wait times or delays courteously

• Other duties as assigned

Insurance Eligibility Verification

• Verify patient insurance eligibility and benefits prior to scheduled appointments using online portals, phone, or electronic verification tools

• Confirm coverage details including deductibles, co-pays, co-insurance, out-of-pocket maximums, and any fertility-specific benefit limitations

• Identify and resolve eligibility discrepancies prior to the patient's visit to prevent claim denials and billing delays

• Communicate insurance benefit information clearly to patients, answering questions within scope and escalating complex inquiries to the billing team

• Maintain accurate and up-to-date insurance information in the electronic medical record (EMR) for each patient

• Coordinate with the billing department regarding prior authorization requirements and coverage concerns as needed

Scheduling & Administrative Support

• Schedule patient appointments accurately, balancing provider availability with patient needs and clinical protocols

• Answer incoming phone calls promptly and professionally, triaging inquiries and routing calls appropriately

• Set up new patient accounts in the EMR, ensuring all demographic and insurance information is complete and accurate

• Manage appointment reminders and follow up on outstanding patient tasks or paperwork

Lobby & Workspace Maintenance

• Ensure the lobby and front office area are consistently clean, stocked, organized, and welcoming throughout the day

• Restock waiting room supplies such as patient forms, brochures, and comfort items as needed

• Communicate any maintenance or supply needs to the appropriate staff

QUALIFICATIONS

Education & Experience

• High school diploma or GED required; Bachelor's degree preferred

• 2–5 years of customer service experience strongly desired, preferably in a healthcare or medical office setting

• Previous experience in Women's Health, OB/GYN, or a fertility clinic strongly preferred

• Experience with insurance eligibility verification and medical billing concepts preferred

• Proficiency with Microsoft Office applications (Word, Excel, Outlook) required

• Experience with electronic medical record (EMR) systems preferred

Knowledge, Skills & Abilities

• High level of customer service skills with the ability to establish and enhance positive relationships with patients and coworkers

• Genuine empathy and sensitivity for patients navigating fertility treatments, including an understanding of the emotional nature of fertility care

• Strong organizational skills and exceptional attention to detail, particularly in managing insurance and patient data

• Ability to multitask effectively and maintain composure in a busy, fast-paced environment

• Clear and professional verbal and written communication skills

• Working knowledge of insurance terminology, eligibility verification processes, and healthcare billing basics

• Dependable, punctual, and committed to maintaining patient confidentiality in accordance with HIPAA regulations

• Team-oriented with a positive attitude and a willingness to support colleagues across departments

WORK ENVIRONMENT

This position works in a professional outpatient clinical office setting. The role requires frequent interaction with patients, clinical staff, and insurance representatives. The Front Office Coordinator must adhere to all HIPAA regulations, clinic policies, and professional standards. Some flexibility in scheduling may be required to support clinic operating hours.

PHYSICAL REQUIREMENTS

• Ability to sit for extended periods while performing administrative tasks

• Occasional standing, walking, and light lifting (up to 25 lbs.) for lobby and inventory management tasks

• Frequent use of computer, telephone, and office equipment

Ivy Fertility is an equal opportunity employer. Employment decisions are based on merit, qualifications, performance, and business needs. Ivy Fertility does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, sex, sexual orientation, gender identity or expression, veteran status, or any other status protected by applicable federal, state, or local law.