Customer Service Representative & Marketing Assistant

Job Summary Generation Next Fertility is seeking a compassionate, well-organized Customer Service Representative & Marketing Assistant to play a dual role in enhancing patient satisfaction and supporting marketing initiatives. Reporting to the Operations Director & Marketing Director, this position is responsible for managing sensitive patient interactions, particularly escalated concerns, and following up with patients to ensure a positive experience. The ideal candidate will also be able to support marketing functions, including community engagement and assigned tasks as needed. This role requires an individual who is emotionally intelligent, solutions-driven, and able to represent the Generation Next Fertility brand with professionalism and empathy, both in one-on-one patient interactions and in public-facing initiatives. Responsibilities Patient Experience & Advocacy (70%) • Serve as the primary contact for escalated patient concerns, working to resolve issues with compassion, empathy, and professionalism. • Conduct proactive outreach to patients at key points in their journey to check in, offer support, and ensure their concerns are heard. • Collaborate with clinical, front desk, marketing and other management teams to follow up on concerns and track resolution status. • Maintain documentation of all escalated cases, outreach efforts, and patient feedback to identify service trends and opportunities for improvement. • Calling / Following up on New Patients • Staff Service Training • Shadow all GNF stations to get an understanding of the flow for patients and practice • Provide Feedback to the departments about information received from patients • Send out patient surveys • Patient Gift Boxes Marketing & Community Engagement (30%) • Assist in developing and executing marketing initiatives focused on patient engagement and reputation building. • Support patient-facing events, webinars, and educational campaigns. • Collect and organize testimonials, patient stories, and media content for use on social media, newsletters, and campaigns. • Ensure a consistent and empathetic patient voice is reflected across all marketing efforts. • Track participation and engagement metrics for community-building activities. Job Type: Full-time Pay: $65,000.00 - $75,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: In person