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Role Description
As a New Patient Consultant, you are the first voice a patient hears when beginning their fertility journey with CCRM. This is a fast-paced, high-volume role focused on converting new leads into scheduled appointments while delivering exceptional service.
• Handle high volumes of inbound calls, form submissions, and patient inquiries
• Conduct outbound follow-up calls and emails to convert leads into scheduled consults
• Provide clear, warm, and accurate information about our physicians, services, and locations
• Guide patients through the early steps of the journey—from referral to scheduled appointment
• Accurately collect and enter patient information into Salesforce and Athena (EMR)
• Send consent forms and registration materials via DocuSign
• Use standardized scripts and outreach workflows to ensure consistent service
• Collaborate with clinical teams to confirm next steps and handoffs
• Escalate clinical or financial questions to the appropriate team
• Adhere to HIPAA regulations and maintain patient confidentiality at all times
• Meet individual and team productivity goals for scheduling, call handling, and conversion
• Participate in ongoing training, team meetings, and quality reviews
• Other duties as assigned
Qualifications
• High School Diploma or GED required
• 1+ year experience in a high-volume call center preferred
• 1+ year experience in healthcare or women’s health preferred
• Strong communication skills—both verbal and written
• Ability to multitask and navigate multiple systems (Salesforce, Athena, phone platform)
• Goal-oriented with a positive, team-first attitude
• Compassion for patients navigating sensitive and emotional topics
• Comfort working in a metric-driven environment
Requirements
• You thrive in a structured, high-energy work environment
• You’re empathetic and clear under pressure
• You love helping people and connecting them to the right resources
• You’re motivated by performance goals and service quality
• You know how to follow a process while still adding a personal touch
Benefits
• Generous Paid Time Off (PTO) and paid holidays
• Medical, Dental, and Vision Insurance
• Health benefits start the first of the month after your start date
• 401(k) plan with company match (after 2 months of service)
• Life insurance, short-term disability, and supplemental options
• Health Savings Account (HSA) and Flexible Spending (FSA)
• Paid Family Medical Leave (after 1 year)
• Job training, cross-training, and professional development opportunities
• Performance bonus potential
• Overtime pay for hourly team members
• Holiday pay (1.5x)
• Weekend shift differential ($4.00/hour)