Patient Navigator

Description

At Terra Fertility, we are reimagining fertility care by making it more accessible through transparent pricing, innovative technology, and comprehensive patient education. We aim to ensure that everyone—regardless of background, language, or identity—feels informed, empowered, and supported throughout their fertility journey.

The Patient Navigator is a primary non-clinical point of contact for patients throughout their care at Terra Fertility. Working closely with the nursing team, this individual coordinates treatment cycles, appointments and administrative next steps; manages patient communications; monitors treatment-readiness requirements; and works across clinical, laboratory, financial and administrative teams to create a seamless patient experience.

The ideal candidate is compassionate, exceptionally organized and able to learn complex workflows quickly. This person communicates with warmth and clarity, exercises sound judgment and takes personal ownership of ensuring that questions and outstanding items reach resolution.

Key Responsibilities

• Serve as a consistent and accessible non-clinical point of contact for patients throughout their fertility journey.
• Respond to calls, portal messages and other communications promptly, accurately and compassionately. Schedule and track required appointments and testing, which may include laboratory work, imaging, uterine evaluation, semen analysis, referrals and follow-up visits.
• Maintain standardized treatment-readiness checklists and confirm that required records, referrals, forms, consents and testing have been received or completed before treatment begins.
• Distribute approved consent forms and patient-education materials, track completion and route clinical questions to the appropriate licensed team member.
• Coordinate with the financial team regarding authorization and financial-clearance status and promptly communicate material changes in treatment or cycle status to the appropriate team.
• Notify the nursing or clinical team when the administrative checklist is complete and the chart is ready for final clinical review.
• Review upcoming patient needs, identify missing information or potential delays and follow through until the issue is resolved or clearly transferred to the responsible team member.
• Communicate documented provider instructions, scheduling requirements, clinic processes and approved educational information without independently interpreting results, changing a treatment plan or providing clinical advice.
• Track missed, cancelled or incomplete appointments and help ensure that an appropriate next step is arranged.
• Maintain clear, accurate and timely documentation in the electronic medical record, using chart notes and written instructions appropriately.
• Coordinate communication among physicians, nurses, medical assistants, laboratory personnel, financial coordinators and administrative teams.
• Recognize urgent, clinical, medication, laboratory or financial questions and promptly route them to the appropriate team member.
• Help resolve administrative barriers and patient-service concerns through respectful, closed-loop communication.
• Manage multiple patients, messages and time-sensitive priorities while maintaining accuracy, discretion and empathy.
• Participate in workflow development, training and patient-experience improvement initiatives.
• Maintain patient confidentiality and comply with HIPAA and Terra Fertility policies.

Schedule and Work Arrangement

• The typical schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with a 30-minute unpaid lunch. 
• Occasional weekend and holiday coverage may be required based on patient-care and operational needs.
• This position is primarily on-site in Dedham, particularly during training and onboarding. 
• Limited hybrid flexibility may become available after successful completion of training, based on performance, demonstrated independence and operational needs. Hybrid work is not guaranteed.

 Benefits

• Bonus Potential
• Potential for Over-time Pay
• Holiday Differential Pay
• Weekend Shift Differential Pay
• Comprehensive health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off and holidays
• Professional development and training support.

Diversity, Equity, and Inclusion

At Terra Fertility, we believe everyone deserves access to compassionate and equitable fertility care. We are proud to be an equal opportunity employer and celebrate diversity across gender, race, ethnicity, ability, and identity. We are committed to a safe, inclusive environment that supports innovation and empathy.

Accessibility and Accommodations

Terra Fertility is committed to providing equal employment opportunities to all individuals. If you require a reasonable accommodation during the application or interview process, or to perform the essential functions of this role, please contact our team at [email protected]. We will work with you to meet your needs in accordance with applicable law.

As a condition of employment, Terra Fertility requires all team members to be fully vaccinated against COVID-19 and influenza. Reasonable accommodations will be considered in accordance with applicable laws.

Requirements

• Associate or bachelor's degree preferred. Candidates with an equivalent combination of education and significant patient-facing healthcare experience will be considered.
• At least two years of patient-facing experience in a hospital, medical practice, healthcare system, patient-access department, care-coordination role or comparable setting strongly preferred.
• Exceptional organizational skills, attention to detail and follow-through.
• Strong judgment and the ability to recognize priorities, solve problems and escalate concerns appropriately.
• Ability to learn and apply complex healthcare workflows quickly.
• Excellent written and verbal communication skills.
• Emotional intelligence and the ability to remain composed during sensitive or time-critical patient interactions.
• Experience with electronic medical records, scheduling platforms and Microsoft Office preferred.
• Ability to synthesize information across multiple departments and communicate the appropriate next steps clearly.
• Coursework or experience in health sciences, biology, medical administration or a related field is helpful but not required.
• Fertility, reproductive-health or women's-health experience is helpful but not required.