Senior Care Specialist

1 month ago

Mumbai, India Luma fertility Full time

Company Description

Luma Fertility is a next-generation fertility company founded by a second-time entrepreneur and backed by marquee VC funds. Our mission is to revolutionize the fertility space with a customer-centric and tech-enabled approach. We aim to create a gold-standard IVF experience with in-house doctors, the best success rates, and advanced protocols. Our services include egg freezing and IVF, with a vision to deliver IVF 2.0 in India through best-in-class customer experience.


Role Description

The Senior Care Specialist will be the primary point of contact for patients at our IVF clinic, guiding them through the complexities of fertility treatments to ensure a seamless and positive experience. This role is essential for building strong relationships with patients, providing education, and coordinating care among various specialists. The Care Specialist will focus on creating a smooth, calm, and empowering experience for all patients. We seek a compassionate and empathetic candidate with prior healthcare experience, particularly in patient-facing roles, to excel in this position.


Qualifications

  • A degree in BHMS, BAMS, or BDS is necessary. 
  • An MBA in Healthcare would be preferred 
  • Previous experience of 3 years or more in a patient-facing role, preferably in healthcare or fertility services.
  • Strong communication and interpersonal skills, with the ability to build rapport and trust with patients.
  • Exceptional organizational skills and attention to detail, with the ability to manage multiple tasks and prioritize effectively.
  • Compassionate and empathetic nature, with a passion for women's health.
  • Proficiency in electronic health record (EHR) systems and Microsoft Office Suite. 


Key Responsibilities: 

  • Patient Liaison: Serve as the main point of contact for patients, addressing inquiries, providing support, and ensuring a compassionate experience throughout their treatment journey.
  • Coordinate & Organize: Generate journey maps and calendars based on treatment plans. Facilitate, track and document completion of tests and diagnostic procedures
  • Education & Guidance: Educate patients about IVF processes, treatment options, and any associated procedures; provide resources and information to empower patients in making informed decisions.
  • Care Coordination: Collaborate with medical staff, specialists, and support services to coordinate appointments, tests, and treatments, ensuring a smooth workflow and timely patient care.
  • Emotional Support: Offer empathetic support to patients and their families, acknowledging the emotional aspects of fertility treatment and providing referrals to counseling or support groups as needed.
  • Follow-Up: Regularly check in with patients to monitor their progress, address concerns, and keep them informed of upcoming steps in their treatment plans.
  • Feedback & Improvement: Gather patient feedback to identify areas for improvement in the patient experience and contribute to the development of clinic policies and procedures.
  • Administrative Duties: Maintain accurate records of patient interactions, schedule appointments, and assist with insurance verification and billing inquiries.


Benefits: 

  • Competitive Salary and comprehensive benefits package.
  • Opportunity to shape the future of healthtech and make a significant impact.
  • Collaborative and supportive work environment that encourages innovation and growth.
  • Professional development opportunities and career advancement prospects.

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