Existing Patient Consultant
Boston, MA, USA
Existing Patient Consultant
Patient Access · Inbound Care Team
About the Role
The Existing Patient Consultant is the front line of the patient experience — often the first voice a patient hears when they call the clinic. This is a high-volume, fast-paced inbound role responsible for fielding, resolving, and routing a large daily flow of calls from existing patients who are actively engaged in fertility treatment.
Because these patients are in the middle of time-sensitive and deeply personal care, every interaction must be handled with urgency, accuracy, and sensitivity. The consultant schedules and reschedules appointments, documents each interaction with precision, reads and interprets chart notes, and makes sure critical information reaches the right member of the care team at the right time. In short, this person is an extension of the front desk and a trusted point of contact for patients who rely on us every day.
Responsibilities
- Serve as the primary inbound point of contact for existing patients, managing a high volume of calls with speed, professionalism, and care.
- Handle every call with the criticality and sensitivity that fertility treatment demands, recognizing the time-sensitive and emotional nature of each interaction.
- Schedule, reschedule, and confirm appointments in Athena, working efficiently within the system to keep each patient's care on track.
- Read and interpret chart notes to accurately answer questions and relay critical information to patients and clinical staff.
- Create clear, detailed, and accurate patient notes that fully reflect the patient's request and any needed follow-up.
- Exercise sound judgment to determine what to route, where, and when — escalating clinical or urgent matters to the appropriate team member without delay.
- Maintain composure and quality under a sustained, back-to-back call load, staying fully engaged throughout the day.
- Protect patient privacy and handle sensitive health information in full compliance with HIPAA.
Minimum Qualifications
- High school diploma or equivalent.
- Prior experience in a high-volume, patient- or customer-facing role, ideally in a healthcare or call-center environment.
- Excellent verbal communication and active-listening skills, with the ability to stay calm, clear, and empathetic under pressure.
- Strong attention to detail and accuracy in documentation.
- Comfort working in an electronic health record (EHR) system and standard office software, with the ability to navigate multiple systems while on a live call.
- Ability to handle sensitive and confidential information with discretion and professionalism.
Preferred Qualifications
- Hands-on experience with Athena or a comparable EHR / practice-management system.
- Background in a fertility, OB/GYN, or specialty clinical setting.
- Associate's or bachelor's degree in healthcare, communications, or a related field.
- Familiarity with medical terminology and appointment-scheduling workflows.
- Bilingual abilities to support a diverse patient population.
What Success Looks Like
- Speed to execution — thrives in a fast-paced, high-volume environment and moves quickly without sacrificing accuracy.
- Empathy — reads the moment and responds to patients with warmth and reassurance.
- Precision — documents accurately and follows through so nothing falls through the cracks.
- Judgment — knows what matters, what's urgent, and where it needs to go.
- Composure — stays steady and patient-focused throughout a demanding call volume.