Care Advocate

About the role

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.

Requirements

• 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 :
• 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.

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