RMA is seeking a full-time Patient Liaison to join our growing team in Basking Ridge, NJ. Scheduled work hours for this position is Monday to Friday from 8:30 AM - 4:30 PM.

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 with 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 & 9 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.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location

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