New Patient Consultant I

Come join CCRM Fertility, a global pioneer in fertility treatment, research, science, specializing in IVF, fertility testing, egg freezing, preimplantation genetic testing, third party reproduction and egg donation. As a member of CCRM Fertility’s diverse team of professionals, you will be a part of helping families grow and changing lives. We take pride in providing our employees with meaningful employment, a supportive culture, and a well-balanced personal & work life alignment. For more information, visit www.ccrmivf.com

Location:

CCRM Patient Services Center (Call Center) - Remote

Department:

Patient Call Center

Schedule:

Flexible shifts available between 7:00am–6:00pm MST

Occasional weekends or evenings may be required based on business needs.

What We Offer (Full-Time Employees):

• 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

Hourly Team Members (FT, PRN):

• Overtime pay

• Holiday pay (1.5x)

• Weekend shift differential ($4.00/hour)

How You’ll Make an Impact:

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. You’ll help prospective patients understand their options, answer their questions, and set the tone for the compassionate care CCRM is known for.

What You’ll Do:

• 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

What You Bring:

• 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

What Makes You Successful in This Role:

• 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

Working Conditions:

This role operates in a professional call center environment and involves prolonged periods of sitting, phone use, typing, and multitasking across computer systems. Standard office equipment is used regularly.

Compensation:

The salary range represents the national average for this position. Base pay is determined by location, experience, and skills. Total compensation may include bonuses and region-specific benefits.

Pre-Employment Requirements:

All offers of employment are conditional upon successful completion of the onboarding process, including eligibility verification and authorization to work in the U.S. CCRM participates in the E-Verify program.

Equal Opportunity Employer:

CCRM is an equal opportunity employer. We base all employment decisions on merit, competence, and business needs—without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, veteran status, or any other protected status.