Reports to: Patient Services Manager

About the company

Anova Fertility & Reproductive Health is the premier fertility health centre in Canada exclusively focused on reproductive medicine and women’s health. Since 2016, we have built a reputation as the leader in innovation, education, and communication for best-in-class, inclusive, humanized fertility and reproductive care. Anova Fertility is known for its collaborative and holistic approach, leveraging an award-winning, multidisciplinary team of healthcare professionals, including Reproductive Endocrinologists, Obstetricians/ Gynecologists (OB/GYNs), and Nurses. Our high-functioning team provides exceptional patient care through advanced fertility treatments and personalized treatment plans.

About the position

As an on-site Fertility Patient Services Administrator, you will work as part of our team and provide a range of customer service and office support activities to facilitate the efficient operation of the Clinic. Between the hours of 6:45 a.m. and 3:30 p.m., you will be one of the faces and voices of Anova Fertility for patients coming to the Clinic for treatment and calling for inquiries and bookings. This position entails scheduling the Clinic hours of assigned fertility specialists and taking calls, relaying messages, responding to inquiries, greeting people, booking appointments, and processing payments at the front desk. Crucially, you will share the founder’s commitment to being the gold standard for successful reproductive health and fertility centres.

Responsibilities

• Be part of Anova’s frontline and represent our award-winning brand
• Warmly greet and welcome all visitors and patients to reception area, creating friendly and welcoming atmosphere
• Support Clinic by providing quality customer service and administrative assistance
• Register current patients upon arrival and facilitate optimal patient flow
• Register new patients in medical record system and create patient files
• Answer phone calls and handle inquiries professionally and courteously
• Engage with patients daily through various channels, including phone, email, EMR portal, and in-person appointments
• Book, confirm, and reschedule appointments for Physicians and Clinic practitioners
• Review payment records, identify outstanding charges, collect payment due, and prepare invoices and receipts
• Complete insurance and other claim forms
• Schedule diagnostic tests for patients, as needed
• Provide education and support to patients regarding clinic procedures, diagnostic testing, and treatment options
• Assist in identifying opportunities to drive efficiency, providing optimal experience for clinic and patients
• Deliver personable, inclusive, and elevated care experience in collaborative and multidisciplinary environment
• Enter efficient, detailed, and accurate data and documentation related to all patient communications
• Prepare for clinic operations by ensuring all essential reports and information are organized and ready for following day
• Share pertinent information with coworkers to facilitate patient care
• Ensure the timely flow of patients through the clinic and respond to patients’ complaints and concerns in a tactful and courteous manner
• Respond to and track new patients’ referrals
• Check and operate faxes to ensure timely communication and documentation
• Process medication payments, ensuring accuracy and compliance of all transactions
• Report issues and patient concerns to supervisor promptly
• Initiate and maintain confidential medical charts and records, including electronic medical records (EMR).
• Ensure that front desk and reception areas represent pristine, soothing, and welcoming environment
• Ensure that all reception supplies are maintained, logged, and reported

Qualification and Requirements

• Successful completion of post-secondary certificate or diploma in Medical Administration or equivalent preferred
• Experience handling reception duties and working with multi-line email/phone system, ideally in fertility or medical environment
• At least one (1) year of experience with electronic medical records system
• Track record of performing variety of clerical tasks with accuracy and speed
• Experience taking payments through POS systems and handling cash
• Strong interpersonal and communication skills, verbal and written
• Ability to relay messages by phone, in person, and in writing
• Proactive attitude with willingness to learn and adapt
• Keen attention to detail and problem-solving skills
• Empathetic, kind, and friendly approach to patient care
• Ability to maintain discretion, privacy and confidentiality
• Ability to work independently and within team
• Experience providing inclusive and diverse care required, including service to members of LGBTQIA2S+ community
• Must enjoy learning and interacting with patients of all ethnicities and backgrounds
• Comfortable working in fast-paced environment, with strong multi-tasking ability
• Exceptional organization skills, adaptability and flexibility
• Premier time management skills with attention to detail
• Proficient with Microsoft Office, virtual meetings and scheduling, WORD, EXCEL, EMR and/or CRM

Why Join Us?

• Enjoy a fast-paced, high-energy work environment
• Competitive compensation package
• Onsite parking and transit-oriented location
• Career development opportunities
• Company culture events and team building
• Work in a clinical environment that offers the latest fertility advancements, expertise, alongside the inspiring Dr. Dixon
• Work in the most renowned fertility clinic in Canada, with best in-class-care, top in-house laboratory
• Become part of an award-winning, influential team that improves access to care, are leaders in inclusivity and that give back to community
• Have an opportunity to grow your professional profile alongside Anova
• Work in a stunning, modern office, conveniently located at Yonge & Sheppard

Profile

• Passionate – you’re committed to providing exception customer service to Anova Patients
• Driven- you’re a responsible and organized professional who thrives in busy environments
• Compassionate – you are empathic with patient needs and concerns, understanding confidentiality
• Accountable– you are a gem, who is accountable to being consistent and delivering the best-in class-service you can, taking pride you are assisting
• Unfazed under pressure – you put the puck in the net when expectations are high, thrive in a high-paced, multitasking environment

How to apply: if you are interested in joining a company that is passionate about being the gold standard for successful reproductive health and fertility centres, please send your resume and cover letter to careers@anovafertility.com.