Patient Concierge – Fertility Practice (Phone Sales & Patient Experience)

About Pacific Fertility Center Los Angeles (PFCLA)

Pacific Fertility Center Los Angeles is one of the nation’s most respected fertility centers, dedicated to helping individuals and couples achieve their dream of building a family. With world-class physicians, advanced laboratory technology, and compassionate care, PFCLA provides an elevated experience from the very first phone call.

About the Role

• Rate: $28 - $32 per hour
• Location: Onsite 5 days a week from our Westwood and Glendale Clinic
• Hours are 7am - 4pm or 7:30am - 4:30pm (depending on location)
• Rotating weekend shifts (half days) are required

Be the First Voice — and the Warmest Welcome

At Pacific Fertility Center Los Angeles, every patient who walks through our doors is on a journey that matters deeply. As a Patient Concierge, you are the face and voice of PFCLA — setting the tone for an elevated, high-touch experience from the very first hello. You will combine the polish of a luxury concierge with the heart of a true patient advocate, converting curious callers into committed patients and ensuring every visit feels as seamless and supported as possible.

If you have a gift for connecting with people, a strong sales mindset, and a passion for delivering service at the highest level — we want to hear from you.

Who You Are

You're more than a front desk professional — you're a relationship-builder who happens to be exceptional at operations.

• Sales experience preferred — you know how to listen, connect, and guide a conversation to a confident yes, whether in healthcare, hospitality, or a client-facing role.
• A natural communicator: warm on the phone, polished in person, and clear in writing.
• Compassionate and composed: you can hold space for a patient's nerves while keeping the operation running smoothly.
• 1+ year of medical office or healthcare experience required; familiarity with eClinicalWorks EMR is a strong plus.
• High school diploma or equivalent required; some college preferred.
• Tech-comfortable: confident with computers, multi-line phones, and Windows/Office suite.
• Detail-oriented, adaptable, and able to juggle multiple priorities with grace.

Key Responsibilities

Front Office Responsibilities

· Welcomes all incoming and exiting guests in a friendly and professional manner.

· Completes all patient documentation with complete accuracy.

· Maintains lobby/front desk cleanliness and organization, including keeping water, coffee supplies, etc., full for patient use.

· Responsible for handling incoming phone calls related to scheduling, initial billing inquiries, and other concerns in a professional and courteous manner. Must ensure that all relevant cancellations are promptly rescheduled.

· Answers new patient calls and utilizes selling skills to communicate PFCLA value, overcome any objections and book appointments.

· Collects mail daily and scans to the correct department.

· Scans documents and uploads them into patient charts.

Patient Care Responsibilities

· Utilizes the EMR software to schedule appointments for patients by matching physician availability with patient’s preferences in terms of location, date, and time.

· Communicates as needed with physicians/clinicians and other staff about any patient concerns/issues related to scheduling. Consults with Coordinators about any system and/or scheduling problems.

· Calls and confirms appointments for the next day.

Financial Responsibilities

· Collects and posts patient payments daily.

Team and Company Expectations

· Maintains professionalism, flexibility, courtesy, and high attendance standards.

· Works cooperatively and maintains communication with all team members including physicians, other clinical staff and ancillary staff, patient representatives and administrative staff.

· Maintains confidentiality of all facility and patient information as required by facility policy.

· Ability to multi-task and handle several priorities at once.

· Makes decisions based on fact and knowledge.

· Provide customer service in accordance to clinic mission.

· Attends and/or maintains unit-based staff meetings, required safety training and yearly education/competency requirements.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Experience

· High school diploma or state approved equivalent preferred.

· 1 year minimum of medical office or healthcare facility experience is required.

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

· Ability to write routine reports and correspondence.

· Ability to speak effectively before groups of customers or employees of organization.

· Ability to comprehend and follow instructions delivered in written, verbal, or diagrammatic form. Skilled in analyzing and resolving problems that involve multiple concrete variables within standardized situations.

· To perform this job successfully, an individual should have basic typing skills and computer knowledge (Windows/Office 2003). eClinicalWorks EMR experience is a plus.

· Self-directed and able to work independently and as part of a team.

Physical Demands and Work Environment

· The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The person in this position needs to constantly move about inside the clinic to access office and medical equipment etc.

· Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

· Must be able to identify completed information on paper and electronic forms.

· Must be able to remain in a stationary position 50% of the time.

· The person in this position frequently communicates with patients and team members and must be able to exchange accurate information in these situations.

· The employee must frequently lift and/or move up to 10 pounds

· Professional, fast-paced, medical office with multiple locations (Must be willing travel/rotate to all office locations if needed).

· While performing the duties of this job, the employee is occasionally at risk of exposure to radiation and bio-hazardous materials.

· The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $28.00 - $32.00 per hour

Benefits:

• Free parking
• Uniform allowance

Application Question(s):

• Do you have 1 year minimum of medical office or healthcare facility experience?
• Have you completed the following level of education: High School Diploma?
• Do you have any sales or call center experience? (This is an onsite role only)
• Are you able to work onsite 5 days a week from 7am-4pm Monday-Friday from both the Westwood and Glendale clinic?

Work Location: In person