Job Description

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For almost twenty years, our physicians, nurses, and staff in the IVI-RMA network of clinics, have worked together toward the common goal of helping our patients become parents. RMA of Southern California , one of the networks of top fertility practices in the United States, is currently seeking experienced, compassionate, and dynamic team players who are committed to delivering the ultimate patient experience to join and help us grow our practice!

RMA Southern California is seeking a Patient Liaison Full-Time Monday - Friday 8:00am-4:30pm to join our growing team in Los Angeles, CA .

Responsibilities:

• Manage high volume of inbound calls from potential new patients' as well as returning patients' inquiries in a timely manner.
• Assist patients with general inquiries about RMA, our physicians, and our reproductive medicine services. Convert those calls to new patient appointments.
• Promote RMA to all callers with the most current and accurate information available.
• Understand the company's offerings and communicate policies and practice information accurately.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Escalate medical complaints/questions to the appropriate medical professional.
• Be empathetic, have a positive attitude and to be able to stay calm and polite, even when callers get upset.
• Provide timely response to patients' inquiries by telephone and/or My Med Leads consistent with service and quality standards.
• Provide correct information or direct the call to the appropriate team member or department while maintaining a high level of professionalism.
• Document all communication according to standard operating procedures. Provide notification of any urgent requests, complaints or compliments to the appropriate party or system.
• Provide availability and schedule appointments within established guidelines.
• Follow new patient scheduling “scripts” when handling different types of new patient/returning patient appointments.
• Update My Med Leads patient information in the website database by entering required information.
• Update existing customer information as needed.
• Stay informed regarding all RMA marketing/advertising campaigns and the role of the Patient Liaison in accepting related inquiries by telephone and e-mail.
• Assist the Manager of the Patient Liaisons/Director of Operations in administrative responsibilities.

Requirements:

• High school diploma or equivalent
• 1-2 years of experience in a multi-physician specialty practice; 3-5 physicians preferred
• Ability to communicate (written & verbal) accurately and concisely; must be able to speak clearly over the telephone
• Some experience in a call center or customer service environment
• Knowledge of customer service principles and practices
• Knowledge of medical terminology
• Excellent computer skills inclusive of Microsoft Office; must be able to type no less than 45 wpm, prior experience with medical software (scheduling software) preferred
• Knowledge of administration and clerical processes
• Aptitude to work independently and demonstrate good judgment
• Ability to work as part of a multidisciplinary team
• Excellent interpersonal and listening skills.
• Demonstrates problem analysis and problem-solving abilities
• Strong organizational skills and attention to detail.
• Knowledge of office procedure and office machines (i.e., computers, faxes, copiers, etc.)
• Ability to remain calm under stress
• Excellent interpersonal skills and positive attitude

IVI-RMA offers a comprehensive full time benefits package to all employees who work a minimum of 30 hours per week.

Medical, Dental, Vision Insurance Options Paid Time Off & 8+ Paid Holidays Company Paid Life Insurance, Long Term Disability & AD&D Flexible Spending Accounts Employee Assistance Program Retirement 401K Plan Optional benefits including STD, Life & AD&D Buy-up plans & more.

About Reproductive Medicine Associates (RMA)

RMA is the U.S.-based network of fertility clinics that are part of IVI-RMA Global. To learn more about RMA, visit To learn more about RMA-Global, visit:

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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