Key Responsibilities

Provide clear, accurate cost estimates for fertility treatments, with a strong understanding that many patients are paying partially or fully out of pocket

Explain treatment fees, payment expectations, and financial responsibilities to patients with empathy, sensitivity, and professionalism

Act as a primary point of contact for patients regarding self-pay fertility services, payment plans, insurance coverage, and clinic financial policies

Collaborate closely with physicians, nurses, and clinical teams to stay informed of treatment plans, changes, and timelines that impact patient billing

Respond to patient inquiries in person, by phone, and via email, ensuring financial information is communicated clearly and compassionately

Maintain accurate and confidential patient financial records in compliance with privacy legislation and clinic protocols

Assist patients in understanding and navigating available financial support options, including insurance coverage, grants, or financing programs where applicable

Review medical records to ensure accurate billing of procedures, medications, and fertility services

Monitor patient accounts for outstanding self-pay balances, following up in a timely, respectful, and patient-centered manner

Investigate and resolve payment discrepancies, underpayments, and credit balances

Prepare financial reports and summaries as required by clinic leadership and regulatory standards

Support continuous process improvements while ensuring compliance with healthcare financial policies and best practices

Qualifications

Post-secondary education in medical office administration, business, accounting, or a related field (preferred)

1–3 years of experience in a healthcare, medical, or fertility clinic environment

Experience in a patient-facing financial or billing role, particularly involving self-pay or private-pay services, is a strong asset

Exceptional communication and interpersonal skills, with the ability to explain complex financial information to patients in a compassionate and respectful manner

Highly organized with strong attention to detail and accuracy

Ability to manage multiple priorities in a fast-paced and emotionally sensitive healthcare environment

Demonstrated discretion and professionalism when handling confidential patient and financial information

Strong team player, comfortable collaborating across clinical and administrative departments

Effective problem-solving skills and sound judgment

Familiarity with fertility-related medical terminology is an asset

Proficient in Microsoft Office (Word, Excel, Outlook)

Experience using electronic medical records (EMR) systems; eIVF experience is highly preferred

Knowledge of OHIP billing and medical financial procedures is considered an asset