Your Care Team

In this six-part blog series, we are introducing you to some of the faces behind the magic at Shady Grove Fertility. Our team members are our #1 asset and we take great pride and invest tremendous resources in recruiting, training, and retaining top talent—the patients who entrust us with their care deserve nothing less. Each member of our team plays an extremely valuable role. Whether they’re working on a clinical team or in an administrative or management capacity, the opportunity to truly change lives in a profound way is something that motivates us all. We are rewarded knowing that, together, we are offering hope, changing lives, and building families.

Your Patient Service Representative

The patient service representatives at Shady Grove Fertility are an integral member of the patient care team—a team whose mission is to enhance the patient experience and work closely with our physicians throughout various aspects of the diagnostic and treatment process.

What is a Patient Service Representative?

A patient service representative is someone who greets our patients and visitors and provides a high level of customer service by:

• Optimizing patients satisfaction, provider time, and facility utilization through appropriate and efficient scheduling practices
• Maintaining accurate patient accounts by obtaining, recording, and updating personal, financial, and insurance information to ensure timely service and processing
• Addressing issues in a timely manner to provide excellent customer service
• providing a broad overview of regarding patients benefits, coverage, and financial questions prior to their financial consultation.

What role do Patient Service Representatives play on the health care team?

Our caring and compassionate patient services representatives are our front-line staff who answer incoming calls and greet incoming guests, including patients, to our practice. They are the “face” of Shady Grove Fertility and, in some respects, set the tone for the experience. They do so much more than check in patients and help to ensure each patient has his or her completed paperwork, they connect, they console, and they celebrate right alongside our patients. Many SGF team members throughout the practice have been in your shoes, so we are uniquely aware of the highs and lows that often accompany this journey to parenthood. Our PSRs get involved in your story, hurt when you hurt, and rejoice in your good news. They are there for you to lend you a smile, a listening ear, or some helpful information to make each appointment as easy and efficient as possible.

“I love being a PSR because we are the first ones to start the relationship with the patients.  They see us first and last as they come and go and we have the opportunity to give them words of encouragement and make this experience as seamless as possible.  I love to see my patients happy and satisfied regardless of their outcome.” – Celia Davis

What makes Shady Grove Fertility Patient Service Representatives unique?

“The staff is wonderful and caring. I have to say, everyone there was lovely and they all seem very good at what they do. The ladies at the front desk are always so welcoming and smiley.  I hope they all keep doing what they are doing for a long time because they ROCK!”

“The front desk staff is wonderful. They are always smiling, prompt, and efficient.”

“Before going to SGF I had visited another fertility clinic. I can say that the service provided by SGF is outstanding. At the other place I was treated as a number. At SGF I am treated like a human being. I am still on the 2 week waiting period, but I am satisfied with the service.”

Where can I learn more about joining the Shady Grove Fertility Team?

Visit Shady Grove Fertility Careers to see how your work could impact someone’s life in a truly meaningful way.

Shady Grove Fertility’s team of dedicated New Patient Liaisons are available to answer your questions and schedule a consultation with a physician. Call 877-971-7755 or click to schedule an appointment. 

In this six-part blog series, we are introducing you to some of the faces behind the magic at Shady Grove Fertility. Our team members are our #1 asset and we take great pride and invest tremendous resources in recruiting, training, and retaining top talent—the patients who entrust us with their care deserve nothing less. Each member of our team plays an extremely valuable role. Whether they’re working on a clinical team or in an administrative or management capacity, the opportunity to truly change lives in a profound way is something that motivates us all. We are rewarded knowing that, together, we are offering hope, changing lives, and building families.

Your Financial Services Team
The financial services representatives at Shady Grove Fertility are integral members of the patient care team—a team whose mission is to enhance the patient experience. Our patient financial services team members work very closely with each patient to make the financial aspects of the process as manageable, understandable, and transparent as possible.

“Being a financial counselor at Shady Grove Fertility gives me a way to help patients achieve their dreams. As a former patient I know how intimidating the cost of treatment is and how it can sometimes be the deciding factor in moving forward to those dreams of parenthood. There is a real sense of fulfillment helping people find ways to afford their treatment; knowing I may receive that email 9 months later with their baby’s picture attached.” – Brian Huggins, Patient Financial Counselor

What professionals comprise the patient financial services team?
Financial considerations are an important part of any medical care, especially in the decision to pursue fertility treatment. Therefore, Shady Grove Fertility has comprised a team of financial professionals, well versed in the intricacies of managed care, health insurance, and financing to help address your questions and meet your needs.

Our financial services team is comprised of our financial counselors, insurance benefit verification and managed care specialists, billing and collections specialists, financial program administrators, and credentialing and contracting specialists.

Each team operates under the leadership provided by Janice Koch, Gloria Betz, Katy Geddes, Angela Tablada, and Denise Prowant who, together, have a combined total of 65 years of experience in delivering optimal patient financial services here at Shady Grove Fertility. For our patients, this means they can rest assured that their care is being handled by experts with the longevity and experience needed to help them access and fully maximize their benefits.

What role do our financial service representatives play on the patient care team?

Financial Counselors
A financial counselor at Shady Grove Fertility is someone will who work with you and guide you through your financial journey from beginning to end. Working very closely with your clinical team, he or she is responsible for putting the most advantageous options in front of you and advising you on the pros and cons of each approach, unique to your treatment plan, financial situation, and preferences.

Our financial counselors are at your service to explain to you, in terms that are easy to understand, the cost of treatment and the extent of your infertility insurance benefits prior to starting treatment. Their intricate knowledge of health insurance allows them to help you maximize benefits that may be available to you through your insurance plan. They will provide not only the initial financial consultation to ensure you understand your financial obligations and options but also ongoing financial education and assistance throughout the continuum of care.

Our financial counselors also collaborate with the rest of the patient financial services team to act on your behalf throughout the benefit verification, referral intake, and authorization processing/deposit collection processes. He or she will help you keep your account organized by obtaining, recording, and updating personal, financial, and insurance information.

Your financial counselor acts an educator, advocate, and liaison for you. It is priority #1 to ensure you receive the highest level of customer service possible.

Insurance Benefit Verification and Managed Care Specialists
Behind the scenes are the managed care specialists who communicate directly with the insurance providers. Their primary goal is to ensure that benefits are verified, authorizations are in place, and documentation requirements are met to avoid delays and denials of coverage. They also work closely with the clinical team and financial counselors throughout the various aspects of the diagnostic and treatment process.

Billing and Collections Specialists
A billing and collection specialist is responsible for generating timely billing of all charges. He or she reviews outstanding balances to ensure they are processed and paid in a timely manner. They work closely with the patients to collect all balances, from both patient and insurance company, and to see the accounts to resolution. This diligence helps to control overall costs and avoid an outstanding balance being left unpaid. Keeping unpaid fees to a minimum ensures the overall financial health of the practice.

Financial Program Administrators
Last year, over 3,000 patients participated in a Shady Grove Fertility financial program. These programs are specially designed to help patients access care that otherwise they would not be able to due to financial restrictions and/or a lack of insurance coverage. Two of the most popular programs at Shady Grove Fertility are the Shared Risk 100% Refund Program and the Shared Help Discount Program. Each program has dedicated program administrators who work diligently to intake and process program applications and manage the administrative aspects of the program. These teams ensure a streamlined experience for each patient and strive to make the process as easy as possible.

Credentialing Specialists
In addition to our financial teams who work one-on-one with patients, our credentialing and specialists play a vital role on the patient financial services team. These specialists are focused on ensuring that each physician is appropriately licensed in the states in which he or she practices and meet the requirements set by each individual insurance company. As a result, our physicians are able to accept plans from over 30 insurance providers. This important first step lays the foundation for patients who are planning to use insurance to access the care they need.

All of our financial service representatives are committed to optimizing our patients’ satisfaction and experience. They are available to address any issues that may arise, as well as help you find suitable solutions.

“Shady Grove Fertility does amazing things for families, and it is a privilege to work here. I work on the financial team, which at times can be a difficult aspect for patients.  In the past 20 years that I have worked here, I have seen the creation of many financial options for patients including the Shared Help Discount Program, the Multi-Cycle Discount Program, and our Military Discount. I have experienced firsthand the ability for patients to access treatment thanks to these programs that otherwise would have not been available. I love coming to work with my  “Shady Grove Fertility” family.  I look forward to what the years to come have in store for our patients.” Maria Patswald, Financial Trainer

What makes the Shady Grove Fertility financial services representatives unique?

“My financial counselor was always very responsive and easy to work with, very straightforward and easy to approach, which I think is important when making such expensive family decisions. She showed a willingness to work with us to find a solution and I felt comfortable asking her questions.”

“All of the staff members I interacted with were warm, welcoming, and knowledgeable. Glad I made the choice to come here.”

Where can I learn more about joining the Shady Grove Fertility Team?
Visit Careers.ShadyGroveFertility.com to see how your work could impact someone’s life in a truly meaningful way.

Shady Grove Fertility’s team of dedicated new patient liaisons is available to answer your questions and schedule a consultation with a physician. Each new patient appointment also accommodates a personal consultation with your own dedicated financial counselor. Call 877-971-7755 or click to schedule an appointment. 

In this six-part blog series, we are introducing you to some of the faces behind the magic at Shady Grove Fertility. Our team members are our #1 asset and we take great pride and invest tremendous resources in recruiting, training, and retaining top talent—the patients who entrust us with their care deserve nothing less. Each member of our team plays an extremely valuable role. Whether they’re working on a clinical team or in an administrative or management capacity, the opportunity to truly change lives in a profound way is something that motivates us all. We are rewarded knowing that, together, we are offering hope, changing lives, and building families.

Your Sonographer
The sonographers at Shady Grove Fertility are an integral member of the patient care team—a team whose mission is to enhance the patient experience and work closely with our physicians throughout various aspects of the diagnostic and treatment process.

What is a sonographer?
A sonographer is someone who has completed formal ultrasound training in an American Medical Association (AMA)-approved school, and met the requirements for registry by the American Registry for Diagnostic Medical Sonography (ARDMS),  an independent, not-for-profit organization that administers examinations and awards to qualified ultrasound professionals. To operate as a sonographer at Shady Grove Fertility, a candidate must hold a registered vascular technologist (RVT) and registered diagnostic medical sonographer (RDMS) credential as well as demonstrate an understanding and ability to follow clinical procedure protocols. Our sonographers show demonstrated expertise in ultrasound technology administration as well as women’s health and fertility.

What role do sonographers play on the health care team?
Our sonographers performs detailed examinations of the anatomy/pathology, take necessary measurements and calculations, and document results utilizing our electronic medical records system, all while establishing personal rapport with our patients and providing thorough explanations of procedures along the way.

What makes Shady Grove Fertility sonographers unique?

• “The ultrasound technicians are also wonderful and some of my favorite people on the Shady Grove team because they are always smiling and pleasant. The technicians also regularly make positive comments like, ‘everything looks perfect’ which sounds small, but is the kind of encouragement that I have needed throughout this process.”
• “I really enjoyed the ultrasound tech. I could tell she was really rooting for my follicles to grow and for me to succeed. She always gave positive words of encouragement, compliments when my uterine lining was looking good, and has a very warm demeanor.”

“Working at Shady Grove Fertility has been a life changing experience. Helping people achieve their dreams of being parents is a very rewarding career. Working here with all of the warm and friendly staff makes it that much better. I love being a part of the Shady Grove Fertility family!”

Where can I learn more about joining the Shady Grove Fertility Team?
Visit Shady Grove Fertility Careers to see how your work could impact someone’s life in a truly meaningful way.

Shady Grove Fertility’s team of dedicated New Patient Liaisons are available to answer your questions and schedule a consultation with a physician. Call 877-971-7755 or click to schedule an appointment. 

In this six-part blog series, we’ll introduce you to some of the faces behind the magic at Shady Grove Fertility. Our team members are our #1 asset and we take great pride and invest tremendous resources in recruiting, training, and retaining top talent—the patients who entrust us with their care deserve nothing less. Each member of our team plays an extremely valuable role. Whether they’re working on a clinical team or in an administrative or management capacity, the opportunity to truly change lives in a profound way is something that motivates us all. We are rewarded knowing that, together, we are offering hope, changing lives, and building families.

Your Patient Care Team
Shady Grove Fertility has become a leading fertility center because we are able to offer patients the best of both worlds—individualized care and consistently exceptional pregnancy rates.  The ability to achieve this balance comes from a concerted effort to ensure the patient has clear points of contact at all times through clearly defined patient care teams. As a patient, you will have a fertility care team that consists of your physician, a primary nurse, a clinical administrative assistant, and a financial counselor.  This core group, who is in consistent communication with one another, orchestrates every aspect of your care on a daily basis. Additionally, they will point you to additional support systems such as our integrated Psychological Support Services program or holistic fertility therapies through Pulling Down the Moon.

Your Primary Nurse
The fertility nurse coordinators at Shady Grove Fertility are an integral member of the patient care team—a team whose mission is to enhance the patient experience and work closely with our physicians in all aspects of the care spectrum. We operate under a primary nurse model, which means that each patient is under the care of a primary nurse. During treatment, while you will be introduced to other caregivers, your primary team monitors your progress and is just a phone call away. In the instance when your primary care nurse is unavailable or out of the office, you can rest assured that another nurse on the patient care team has been kept abreast of your status and progress and can answer any questions for you.

What is a fertility nurse coordinator?
A fertility nurse coordinator is someone who holds a valid nursing license and has completed all of the required educational and clinical requirements of the profession. He/she shows demonstrated proficiency in electronic medical record administration as well as IVF, fertility, and women’s health.

What role do fertility nurse coordinators play on the health care team?
In addition to the physicians, our fertility nurse coordinators are often a primary point of contact with our patients. They help coordinate the care and treatment of our fertility patients by providing education and counseling regarding what to expect throughout the diagnostic and treatment processes. Our nurses provide ovulation induction (OI) and in vitro fertilization (IVF) procedure teaching, coordinate patient treatment plans in conjunction with established clinical protocols, and maintain a compassionate environment by providing emotional and psychological support to our patients and their families.

What makes Shady Grove Fertility nurse coordinators unique?
In one word, “heart.” Here is what some SGF patients had to say:

• “The nurses were amazing. So friendly and approachable, with helpful tips and answers to my questions as far as diet and exercise following the retrieval. In the operating room, I felt like the nurses and everyone enjoyed working as a team and it was an upbeat, friendly environment to walk in to.”
•  “My nurse became my nurturing and comforting “rock” throughout the fertility treatment. She was very patient with my numerous questions. She was very prompt with results. I fully trust her and would recommend her to anyone considering fertility treatments at Shady Grove Fertility.”
•  “My nurse was AWESOME! She took the time to listen to everything I had to say. I have the utmost confidence in her!”

While many of our patients recognize our dedicated nurses for their devotion and exceptional care, they are not the only ones. Annually, the Virginia Nurses Foundation recognizes the top nurses in the field throughout the state. We are excited to announce one of our own nurses, Elizabeth Zapp, RN, was among the 2015 distinguished award winners. In November, Elizabeth will receive the Virginia Nurses Foundation’s 40 Under 40 award. Elizabeth was selected from a record number of nominees as one of Virginia’s outstanding young nurse leaders because of her achievements in professional practice, leadership, and positive promotion and advancement of the nursing profession beyond the practice setting.

“My experience as a Shady Grove Fertility nurse began in 2004. Each year has been challenging and has provided an opportunity for personal growth and professional development. The people who work for Shady Grove Fertility work hard and their level of dedication mirrors my own. My dedication stems from the satisfaction gained every day working with patients who need our expertise and attention. Especially rewarding is the degree of hope I can give my patients on their fertility journey. I am proud to be a part of an amazing team of individuals working toward a common goal.”

Where can I learn more about joining the Shady Grove Fertility Team?
Visit ShadyGroveFertility.com/careers to see how your work could impact someone’s life in a truly meaningful way.

Shady Grove Fertility’s team of dedicated New Patient Liaisons are available to answer your questions and schedule a consultation with a physician. Call 877-971-7755 or click to schedule an appointment. 

Shady Grove Fertility is proud to welcome Kate Devine, M.D., FACOG, to our physician team. Dr. Devine is seeing patients at the K Street office in Washington D.C., in addition to performing procedures in our Rockville, MD location. Dr. Devine sat down with us to talk about why she became a reproductive endocrinologist, her inspirations, and even her musical playlists:

Why did you become a doctor, in particular, a specialist in reproductive endocrinology and infertility?

My grandfather was a family doctor. He had six kids, all of whom he hoped would go into medicine. The problem, though, was that he worked so hard that – despite his best arguments as to what a fulfilling career it was – he couldn’t convince any of them to go that route. Not a single doctor in the bunch. That didn’t deter him from making his pitch to me though. He started taking me on weekend in-patient rounds with him when I was 4, and I was instantly sold. When he died suddenly of a heart attack at 65, the church where his funeral was held was overfilled. There were literally people standing outside the doors of the church to the street and 90 percent of them were his patients. I was 16 then, and it sealed the deal. Being a doctor provides a unique opportunity to make a positive difference in people’s lives…and what more so than helping couples start their families?

What attracted you to working internationally?

I’ve always been fascinated by different cultures, different parts of the world, different ways of doing things. And I was enthusiastic about serving populations of women who had the greatest need. Travel brings so much perspective to everyday life. I found that taking care of women in the developing world greatly enriched my medical training. I certainly benefited more from hearing stories from women on labor and delivery in Quito, Ecuador and those who traveled long distances on foot to have surgery in Niamey, Niger than they did from our encounters.

What drew you to Shady Grove Fertility? 

I did my fellowship training at the National Institutes of Health (NIH). The NIH sends its fellows to rotate at Shady Grove Fertility starting from the beginning of subspecialty training, because they believe that Shady Grove Fertility is a patient-focused fertility center that practices ethical, evidence-based medicine. From my first days learning from the doctors here and watching them interact with patients, it was so obviously true. Those characteristics jump out at you the second you walk through the door, and I wanted to be a part of it. Shady Grove Fertility had the added benefit that the practice has a long history of and commitment to doing quality clinical research. They view their large volume of patient experience as an opportunity to advance the field of Reproductive Medicine, and they feel an obligation to give back to their patients by working to better understand what works best in treating infertility. Having given serious thought to a career in academic medicine, I was thrilled when they asked me to join as Co-director of Research. It’s a perfect fit–I wouldn’t want to work anywhere else.

Who inspires you?

My kids: they are so brave. They just go for it.

What’s on your bucket list?

Climb to the summit of Mount Everest; hike the Overland Track in Tasmania again (my favorite hike to date); become fluent in Spanish; wine tour in South Africa with my college friends; meet my grandkids…

What are your hobbies?

Running, hiking, cycling, yoga, singing, and dancing (in my living room with my two and three year old daughters)

What musical artists are on your iPhone?

Um… everything: Ting Tings, Pixies, Postal Service, Weezer, Oasis, White Stripes, Michael Jackson, Prince, Radiohead, Beastie Boys, Bonnie Rait, Beck, The Cure. Most played are probably Raffi and the Wiggles.

Dr. Kate Devine is currently available for new patient appointments in our K Street – Washington D.C. office. To schedule your appointment, call 1-877-971-7755 or click here.