Improving Client Communications: Our Goal is to Provide 5-Star Fertility Client Care


Dr. Robert Kiltz - CNY Fertility CenterTo All of Our CNY Fertility Clients: Past, Present and Future:
In a concerted effort to dedicate more of the quality time you deserve at your in-office appointment visits, we are pleased to announce that we have created a centralized clinical phone team. When you call any of our CNY Fertility offices (Syracuse, Albany or Rochester) and need to speak to a nurse, you will reach a CNY Fertility team member that is dedicated to serving you and helping you in any way that you need. We do understand that sometimes you may feel more comfortable speaking directly with one of the team members that you’ve seen during your in-office visits. As long as it’s not an urgent matter, please feel free to contact us directly by using the web correspondence feature located in your patient portal.
Communicating with CNY Fertility Staff Members via the Patient Portal:  In an effort to document all conversations within your medical record, we are now using the Messaging system in the eIVF Patient Portal for all electronic client communications.  Please message our staff through your Patient Portal instead of direct email.  Thank you for your patience and understanding as we transition to an improved way of communicating with you. For your convenience, we’ve detailed step-by-step instructions on how to use the Messaging System – click on this link: eIVF Patient Portal Messaging Instructions.  NOTE:  If you are a current client the Username & Password can be reset by calling us at 1.800.539.9870.
We thank you for your cooperation as we navigate through these changes together. As always, we welcome your feedback since we are always striving to do better for you.
Dr. Robert Kiltz and the Entire CNY Fertility & Spa Team

8 replies
  1. Amy T.
    Amy T. says:

    A helpful feature for the patient portal dropdown menu list of names would be an indication by the name of which office they work out of and what department, e.g.: Molly Malone, Syracuse (nurse). I have tried using the patient portal for email contact in the past for messages but after waiting over a day for a response I usually give up and call instead. If you could give us an idea of what we can expect by way of turn-around times on responses it might make for easier waiting and less impatience.

    • Editor
      Editor says:

      Hi Amy,
      Thank you for your feedback. We truly appreciate it, and we will look into these points as we work to improve communication. We currently list the department of each staff member, but we will consider adding location.
      Please let us know if you ever have any questions or concerns,

  2. Kathy
    Kathy says:

    is the patient portal mobile enabled? I am on road a lot and it is very easy to contact everyone via email, but I don’t believe I can easily access the portal through my mobile device (iPhone). Or if you have instructions, please advise. Thanks.

    • Editor
      Editor says:

      Hi Kathy,
      At the moment we do not have the Patient Portal mobile enabled. In the future an app will be available, and we will let you know via our website and newsletter as soon as it is available. Thank you for the feedback!

  3. Leah Fernandes
    Leah Fernandes says:

    I tried to email Dr. Grossman via the patient portal, but his name is missing from the staff list. I wasn’t sure if this was an error or if it meant he prefers phone calls to emails. Could you clarify?
    Leah F.

    • Editor
      Editor says:

      Hi Leah,
      Thank you for letting us know. Dr. Grossman has been added to the list again. He does accept emails, and you will only see him off of the list if he is out on vacation.
      Thank you again!

  4. Kari
    Kari says:

    I too was wondering about typical response time and also if someone you want to contact isn’t listed on the pull down menu, how do you reach them. Also I received and email back but do not see a reply button anywhere??

    • Editor
      Editor says:

      Hi Kari,
      For our staff members who are not physicians, we expect a response within 24 hours during the work week. For physicians, there may be a longer response time, due to the high volume of messages they receive and client appointments during the day. If there are any questions that are very time sensitive, for example, clarifying a medication dose for that evening, we recommend that you call our office directly to speak with a nurse.
      At this time, the program that we are using does not have a ‘reply’ button. However, we are inquiring to add this feature during our next upgrade.
      If someone does not appear on the drop down list, they are on vacation. We remove them from the contact list as we would not want you to have to wait for them to return for a response. You are more than welcome to contact another member of that department to answer your question, though.
      Thanks again for your feedback. We appreciate your patience as we make this transition to a more secure and streamlined approach to communication with you.

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