Patient Relations

Initial Contact | New Patient Experience | Insurance and Affordability Options | Coordinating Your Care | Your Personalized Needs | Keeping in Touch

A Warm Welcome from our Patient Relations Team

Hello, I’m Eileen Enright, the manager of RAD’s Patient Relations Team, and I’d like to introduce to you the various ways our expert group will help organize and streamline your care. Our practice prides itself on top notch clinical and lab care, along with a concierge-like experience that thousands of our patients rave about. I feel privileged to work in an organization like RAD, and to share in the successes that we bring to many new and growing families.

Making Initial Contact with RAD

Whether you choose to call, e-mail, have an online chat with us, or complete our unique physician-reviewed fertility assessment, our specially trained RADvocates can help you navigate the initial aspects of your care. The RADvocates are superb, knowledgeable, and caring members of our team. They are especially adept at answering questions from those who are just getting started with their fertility journey, or from those who have had treatments elsewhere but are seeking new opinions and strategies from our physicians. The RADvocates can also provide you with general information regarding employer and insurance benefits and other affordability options, and can direct your specific questions to other members of RAD’s Patient Relations, Clinical, or Laboratory teams.

The New Patient Experience — What to Expect

We are committed to having you meet with one of our physicians for a 30 to 45 minute initial consultation, and to schedule that consultation within 7 to 10 days of your initial contact with RAD. Sometimes initial consultations are available even sooner. Our practice has four terrific and experienced reproductive subspecialty physicians who are readily available to see patients five days a week and in three different Delaware offices. Depending on the information you share with our RADvocates, our goal is to tailor your initial consultation around your schedule and your personal preferences. In order to meet these expectations, our Patient Relations team will walk you through the process of obtaining all relevant and helpful information, including clinical records from prior physician offices and necessary insurance pre-authorizations. When you do arrive for your initial physician consultation, our Front Desk Concierges will help you meet your expectations for your New Patient Experience.

Insurance and Affordability Options

We know that navigating the insurance world, as well affording fertility care can be a daunting challenge. We are here to help, and to be honest and ethical. RAD has devoted considerable resources in personnel knowledge and expertise to help our patients understand their insurance benefits, and to explore excellent financing options when necessary. Many new patients assume at the outset they will require expensive care (such as IVF), but are pleased to learn that there are often alternative pathways to achieve success. Even when IVF is recommended, there are clinical strategies that can greatly enhance the success of IVF. Our insurance and financial specialists frequently interact with our physicians, clinical, and lab team to map out the best treatment options for you.

Coordinating Your Care

Once established as a RAD patient, your clinical care team will encompass your physician, one of our experienced physician assistants or nurse practitioners, medical assistants, and patient care coordinators. You are encouraged to maintain close contact with your clinical care team. Our patient care coordinators will work with you directly to schedule both testing and treatments. They will interact directly with our insurance and billing specialists to help you determine cost and coverage. It is your right to know in advance what your insurance will or will not cover. Our coordinators are also quite expert in answering many questions that come up regarding the logistics and specifics of your testing and treatments.

Your Personalized Needs

We understand that fertility care can add more stress and pressures on your otherwise hectic life. We have tried our best to create flexibility in scheduling office visits, whether early in the day, during lunch hours, or later in the afternoon or evening. As a subspecialty practice, we are 100% devoted to all aspects of fertility and reproductive problems. We will do our best to accommodate any specialized requests or needs that our patients may have. We trust that our ongoing commitment to excellence in Patient Relations will shine through.

Keeping in Touch

We have created a secure, HIPAA-compliant web portal and e-mail system that allows our current or former patients to keep in direct contact with our RAD staff. Consequently, you should never have to worry about reaching the right RAD staff member to confidentially address your questions or concerns.

If you have been referred to us by a specific RAD patient (former or current), please let us know. Since starting our ‘Seeds of Success’ program in 2011, many terrific people have found their way to RAD, and we’ve acknowledged that kindness directly to the person who made the referral.

Since RAD opened its doors in 1995, thousands of our happy RADGrads have chosen to keep in touch.

On behalf of our entire Patient Relations team, we look forward to helping you achieve your family building dreams.

Signed by Eileen