A Brief Overview

The Fertility Center Navigator is a key member of the care team who partners with physicians, nurses, and financial staff to provide a seamless, supportive patient experience. This non-clinical role bridges the clinical and financial aspects of fertility care, ensuring patients are prepared both medically and financially for their journey. Acting as a patient concierge, the Navigator guides individuals and couples from their first point of contact through their initial consultation all the way through to graduation. The goal is to help patients understand their benefits, financial responsibilities, and care pathway.

What You Will Do

• Patient Concierge & Care Navigation
  • Serve as the dedicated care team liaison for patients prior to their first appointment, representing the physician’s team.
  • Conduct outreach and engagement calls to prospective patients to provide education, answer questions, and encourage scheduling.
  • Responsible for scheduling follow up visits, and procedures (preferably same day as initial visit).
  • Guide patients through registration, medical records transfer, and completion of required forms/consents.
  • Educate patients on what to expect during their first visit with the physician and the clinical team.
  • Communicate with patients in a compassionate and professional manner to reduce stress and promote trust.
• Financial Counseling & Insurance Coordination
  • Verify fertility-specific insurance benefits and eligibility before the patient’s first appointment.
  • Provide clear explanations of financial responsibilities, including co-pays, deductibles, and out-of-pocket costs.
  • Present available self-pay packages, financing options, and fertility grant resources when applicable.
  • Coordinate with billing and financial counselors to ensure patients receive accurate and consistent cost information.
  • Track benefit usage and proactively update both patients and the care team regarding financial considerations that may affect treatment planning.
• Collaboration with the Care Team
  • Act as a bridge between patients, physicians, nurses, and the financial team to ensure coordinated care delivery.
  • Share verified insurance and financial details with the physician and nursing staff so treatment planning aligns with patient coverage.
  • Document all patient interactions and financial details in the electronic health record (EHR) for full care team visibility.
  • Support physicians by ensuring patients arrive to their first visit informed, financially prepared, and ready to focus on care decisions.
  • Identify and escalate patient concerns that require physician or nurse involvement.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.