Job Description

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com

About the Role

We are seeking a Patient Experience Lead to join our dedicated team at Pinnacle Fertility, Washington, in Seattle, WA. This is a full-time, on-site position. A regular work schedule will be established during the interview process based on business needs and clinic operations. Scheduled workdays may fall on any day of the week, Sunday through Saturday, with shifts generally occurring between 6:30 AM and 5:00 PM. Candidates must be flexible and available to work weekends, provide holiday coverage, and travel to other satellite clinic locations as needed. Once assigned, the schedule is expected to remain consistent, with adjustments made only as business needs require.

Key Responsibilities

• Lead and mentor the Patient Experience team, ensuring a welcoming and supportive environment for patients.
• Oversee front desk operations, including patient check-ins, verifying personal and insurance information, and directing patients to appropriate departments.
• Manage and coordinate patient scheduling, ensuring efficiency and minimal wait times.
• Serve as the primary point of contact for escalated patient concerns, ensuring prompt and effective resolution.
• Assist with billing processes, including processing insurance information, collecting copays, and maintaining accurate financial records.
• Monitor and maintain the reception area, ensuring a clean, organized, and welcoming environment.
• Collaborate with clinical and administrative teams to optimize patient flow and improve overall patient experience.
• Assist with additional projects and administrative duties as assigned.

Position Requirements

• Education: High school diploma required or equivalent.
• Experience: 2+ years of experience in a medical office, customer service, or front desk role.
• Skills:
  • Previous leadership or team lead experience preferred.
  • Strong communication, leadership, and organizational skills.
  • Proficiency with electronic medical records (EMR) systems and basic computer skills.
  • Ability to handle patient concerns with empathy and professionalism.
• Flexibility
  • Must be flexible and available to travel to other satellite clinic locations and provide coverage on holidays and weekends as needed.

Compensation & Benefits

• Hourly Rate: $21.00 - $40.00 per hour (final offers based on experience, skills, and qualifications).
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity at Pinnacle Fertility

At Pinnacle Fertility, we celebrate diversity and are committed to creating an inclusive environment for all team members. We are proud to be an equal-opportunity employer and encourage applicants from all backgrounds, abilities, and life experiences to apply.