About the company
Anova Fertility & Reproductive Health is the premier fertility health centre in Canada exclusively focused on reproductive medicine and women’s health. Since 2016, we have built a reputation as the leader in innovation, education, and communication for best-in-class, inclusive, humanized fertility and reproductive care. Anova is known for its collaborative and holistic approach, leveraging an award-winning, multidisciplinary team of healthcare professionals, including Reproductive Endocrinologists, OB/GYNs, Family Physicians, Physician Assistants, Nurses, and other specialized healthcare professionals. Our high-functioning team provides exceptional patient care through advanced fertility treatments and personalized treatment plans.
About the position
As a Patient Services Administrator / Medical Assistant Administrator, you will play a key frontline and operational role in delivering an exceptional patient experience while supporting clinical and administrative workflows. You will be the face and voice of Anova Fertility for patients visiting the clinic for treatment and those contacting us for bookings and inquiries. This position serves as a primary point of contact for patients navigating fertility care, ensuring seamless coordination of appointments, billing and payments, documentation, and communication.
The role requires a highly organized and emotionally intelligent professional who is capable of managing complex and sensitive patient journeys with empathy, discretion, and professionalism. The successful candidate will demonstrate strong administrative capabilities while maintaining a patient-centered approach in a fast-paced, multidisciplinary healthcare environment. Crucially, you will share the Founder, Dr. Marjorie Dixon’s commitment to being the gold standard for successful reproductive health and fertility centres.
Main Duties & Responsibilities
Patient Experience & Front Desk Operations
· Serve as a primary point of contact for patients via phone, email, and in-person, greeting and warmly welcoming patients and visitors, providing exit greetings, and offering choice of organic tea from our tea menu to create a friendly, professional, and welcoming environment
· Deliver exceptional, compassionate, and professional patient service while supporting patients through emotionally sensitive fertility journeys with empathy, discretion, and a patient-centered approach
· Provide clear guidance regarding clinic processes, treatment timelines, and next steps, and respond to patient concerns and complaints in a tactful and courteous manner, escalating issues as appropriate
· Ensure reception and waiting areas are organized, welcoming, maintain reception supplies and report inventory requirements
Patient Coordination & Scheduling
· Respond to and track new patient referrals, contact patients to arrange initial consultations with physicians, and register new and returning patients to ensure optimal patient flow
· Book, confirm, reschedule, and coordinate appointments, diagnostic tests, and treatment-related services for physicians and practitioners, while managing physician schedules and clinic flow to optimize the patient experience
· Ensure timely communication and coordination among departments and share pertinent information with physicians and clinical teams to facilitate continuity of care and support patient care
· Create and maintain patient files within the medical record system and coordinate consent forms and cycle-related administrative requirements
Patient Communication
· Deliver a personable, inclusive, and elevated patient experience by engaging with patients daily through phone calls, emails, EMR portal messaging, and in-person interactions within a collaborative, multidisciplinary environment
· Respond to inquiries professionally and courteously, relay messages accurately and efficiently, and communicate effectively with patients, physicians, and colleagues
· Provide education and support regarding clinic procedures, diagnostic testing, and treatment options, ensuring patients understand the information and instructions provided
Billing & Financial Coordination
· Reviews payment records, identifies outstanding balances, collects payment due, and prepares invoices and receipts
· Process payments and support billing activities for OHIP-covered services, private-pay services, medication coordination, and pharmacy interactions, ensuring accuracy and compliance with clinic procedures
· Coordinate insurance, reimbursement, and other claim documentation, and provide patients with accurate financial information and assistance with billing inquiries
Clinical Workflow Support
· Provide administrative support to physicians, nurses, and embryology teams, including assisting with IVF cycle coordination, patient counselling preparation, and related documentation (non-clinical)
· Prepare for daily clinic operations by ensuring all essential reports and information are organized and readily available for the following day
Documentation & EMR Management
· Maintain accurate, complete, and confidential medical charts, patient and medical records, including electronic medical records (EMR), ensuring data integrity, confidentiality, and compliance with PHIPA and other privacy standards
· Enter efficient, detailed and accurate data and documentation and maintain reports, trackers, logs, and other administrative records using EMR systems (e.g., Accuro, Meditech, or fertility-specific platforms)
· Checks and operates faxes to ensure timely communication and documentation
Operational Support
· Provide high-quality customer service and administrative support to maintain efficient clinic operations and an optimal patient experience
· Collaborate with multidisciplinary teams to support workflow optimization, process improvements, and operational efficiency initiatives
· Report issues and patient concerns promptly to the supervisor and assist with general administrative duties, including reports, tracking, and data entry
Physician Administrative Support
· Provide day-to-day administrative support to physicians, including coordinating physician schedules, clinic appointments, procedure bookings, and coverage arrangements to ensure efficient clinic operations
· Prepare reports, trackers, physician correspondence, and coordinate referrals, laboratory requisitions, and diagnostic testing
· Facilitate communication among physicians, nurses, embryology teams, pharmacies, laboratories, and internal departments to support continuity of care.
· Maintain organized and confidential physician records and operational documentation in accordance with privacy and regulatory requirements
Qualifications and Requirements
· Post-secondary education in healthcare administration, medical office administration, or related field (preferred)
· At least 2 years of experience in a medical, fertility, or healthcare environment (fertility experience preferred), with experience working in a high-volume, patient-facing environment
· Exceptional written and verbal English communication skills, with the ability to communicate clearly, professionally, and empathetically in sensitive situations
· Strong documentation, correspondence, interpersonal, and listening skills, with a proven ability to deliver superior customer service and manage emotionally complex patient interactions with professionalism and care
· Demonstrated ability to work collaboratively within a multidisciplinary team, build strong cross-functional relationships, and maintain a positive, flexible, and supportive approach while working independently or as part of a team
· Exceptional organizational, multitasking, and time-management skills, with strong attention to detail and the ability to manage competing priorities in a fast-paced environment while maintaining confidentiality, professionalism, and composure under pressure
· Strong administrative and computer skills, including experience with EMR systems (e.g., Accuro, Meditech, or fertility-specific software), Microsoft Office applications, scheduling systems, and accurate documentation and data entry
· Demonstrated commitment to building a long-term career in healthcare or fertility, with a proactive, solutions-oriented mindset and a high level of accountability, reliability, integrity, and professionalism
Nice-to-Have (Preferred Assets)
· Direct experience in a fertility or IVF clinic setting, including familiarity with IVF cycle coordination workflows (non-clinical support), patient counselling workflows, fertility treatment processes and timelines, and reproductive endocrinology workflows
· Working knowledge of OHIP billing processes, private-pay structures in fertility care, medication coordination and pharmacy processes, and experience supporting high-volume specialty clinics
· Familiarity with fertility-specific EMR systems and other healthcare management platforms
Work Environment
· Fast-paced, patient-centered fertility clinic
· Collaborative, multidisciplinary team environment
· High level of patient interaction and emotional sensitivity
Personal Profile
· Sincere interest in helping people
· Comfortable working in team environment
· Conscientious, punctual and dependable
· Collaborative, agreeable and optimistic
· Calm under pressure
Hours of Operation
· 37.50 hours per week
· Work schedule 7:00 a.m. – 3:00 p.m.
· Weekend and holiday rotation as required
How to apply: if you are interested in joining a growing organization that is passionate about being the international standard for successful reproductive health and fertility centres, please send us your resume and cover letter.
Anova Fertility is an equal opportunity employer. We are committed to providing an inclusive and accessible environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We welcome and encourage applications from all qualified individuals, including those with disabilities, and accommodations are available throughout all stages of the recruitment process.
In compliance with the new Employment Standards Act (ESA) guidelines regarding the use of artificial intelligence, please note that we do not use AI tools to screen or evaluate applications. All candidate assessments are conducted by our recruitment team.
Due to the high volume of applications we receive, only those candidates who are shortlisted for further consideration will be contacted.
Position Status: this position is for an existing vacancy
Job Type: Full-time
Salary: $50,000 – $52,000 annually
Work Location: in person at Guelph Clinic (89 Dawson Road)
Pay: $50,000.00-$52,000.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
Work Location: In person
