Key Responsibilities

• Serve as a consistent point of contact within the clinical team, helping patients understand and complete the steps required for evaluation and treatment.
• Work closely with physicians and nurses to coordinate patient care, organize next steps, and support the timely progression of treatment cycles.
• Respond to patient calls, portal messages, and other communications promptly and compassionately, routing questions requiring clinical assessment or advice to the appropriate licensed team member.
• Coordinate and track required appointments, testing, and follow-up care, including laboratory work, imaging, uterine evaluation, semen analysis, and referrals.
• Maintain treatment-readiness checklists and track required records, testing, referrals, forms, and consents before treatment begins.
• Review charts for outstanding requirements and communicate missing items, potential delays, or changes in patient status to the nursing team.
• Prepare and organize charts for final clinical review, ensuring that required information is available for the licensed care team.
• Distribute approved consent forms and patient-education materials, track completion, and reinforce documented instructions within established protocols.
• Communicate documented provider instructions, scheduling requirements, and approved educational information accurately, referring questions that require interpretation or additional clinical guidance to a licensed team member.
• Coordinate with the financial team regarding authorization and financial clearance status and communicate treatment or cycle changes that may affect those processes.
• Track missed, cancelled, or incomplete appointments and coordinate appropriate follow-up with the care team.
• Recognize potentially urgent concerns and promptly escalate them according to established protocols.
• Maintain clear, accurate, and timely documentation in the electronic medical record, including patient communications, outstanding requirements, and follow-up actions.
• Coordinate communication among physicians, nurses, medical assistants, laboratory personnel, financial coordinators, and administrative teams.
• Anticipate patient needs, identify barriers to care, and follow through until outstanding items are resolved or responsibility is clearly transferred.
• Manage multiple patients, messages, and time-sensitive priorities while maintaining accuracy, discretion, and empathy.
• Participate in clinical team meetings, workflow development, training, and patient-experience improvement initiatives.
• Maintain patient confidentiality and comply with HIPAA and Terra Fertility policies.

This position supports care under established protocols and the direction of the licensed clinical team. It does not independently interpret results, assess symptoms, recommend medications, change treatment plans, or provide clinical advice.

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.

Requirements

• Completion of a medical assisting program or equivalent education and relevant medical assisting experience.
• Medical assistant certification preferred.
• At least two years of experience in a medical practice, hospital, or comparable healthcare setting strongly preferred.
• Working knowledge of medical terminology, clinical workflows, and patient-care coordination.
• Exceptional organizational skills, attention to detail, and follow-through.
• Strong judgment and the ability to recognize priorities and escalate concerns appropriately.
• Ability to learn and apply complex fertility-care workflows and established protocols.
• Excellent written and verbal communication skills, including the ability to explain next steps clearly and compassionately.
• 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 organize information across multiple departments and maintain accurate, timely documentation.
• Comfort working in a role centered on patient communication, chart review, and care coordination.
• Fertility, reproductive-health, or women’s-health experience preferred but not required.

Benefits

• Bonus potential.
• Potential for overtime 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 info@terrafertility.com. 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.