Job Description

About the company:

London Women's Clinic is a leading fertility clinic in the UK, specialising in advanced reproductive treatments for women and couples. With a strong emphasis on inclusivity, the clinic offers a wide range of services including IVF, egg donation, sperm donation, and fertility preservation. Known for its patient-centred approach and cutting-edge technology, London Women's Clinic supports individuals from diverse backgrounds, including single women and LGBTQ+ families, on their journey to parenthood.

About the role:

The role is to provide a single point of contact for our fertility patients once they have had their initial consultation. As a Patient Care Coordinator, the highest levels of communication are required to keep nurses, consultants, embryologist, and the patients on the same page.

This role is based at Surrey Park Clinic, Guildford- satellite clinic to Harley Street

Job specification:

To maximise patient conversions to treatments by providing relevant information to aid their decision making and follow up where necessary. Be a key point of contact throughout the patient journey, providing answers and support where required. Act as an anchor/bridge between administrative and clinical teams to ensure smoothness in the patient journey. To establish a strong support structure, with relevant senior management, for all patients undergoing treatment. Create and maintain a proactive system which takes away the need for patients to act entirely on their own initiative. Providing a "nudge" at key stages in the patient journey and being accountable for uplifting the conversion rates for the clinicians you are allocated. Work closely with all other departments to ensure individual patients' journey flows effectively. Liaise effectively and quickly with others to ensure patients get answers in a timely manner. Help improve the relationship patients have with the clinic by learning from patient feedback to improve customer service. Develop ideas to improve the patient journey and develop ideas to enhance the effectiveness of the department. Looking after all general daily administration tasks; including as required MS Teams meeting invites, checking medical documents, and ensuring patient registration forms are complete. Overseeing all data entry and consistent tracking of outcomes following consultations. Managing the department's administrative tasks in a timely and efficient manner, with good attention to detail. Providing cover for Patient Care Coordinators and assisting the Patient Enquiries Department when required. Booking patient appointments for scans, bloods, nurse consultations and consultant Maintain accurate records using IDEAS and patient files, including documenting correspondence with patients via email and telephone, and uploading documents onto IDEA's for review and appropriate actioning. Deal with the nurses' and consultants' post/correspondence, following up with appropriate responses where necessary - obtaining advice from consultants or nurses where necessary. Source test results from labs and inform patients of outcomes obtaining advice from consultants or nurses where necessary. To liaise with the relevant individuals in LSB, LEB, EEF, HS when and where needed.

Person specification:

Ability to work effectively as part of a team and contribute to a positive team culture. Excellent presentation and communication skills, both verbal and written. Commitment to delivering an exceptional standard of service at all times. Capacity to work independently with minimal supervision while maintaining high standards. Open and positive attitude towards working in a dynamic and changing environment. Empathetic and supportive approach to colleagues, patients, and stakeholders. Willingness to learn, share knowledge, and collaborate with team members.

Knowledge/Skills:

Strong IT proficiency, including experience with Microsoft Word, Excel, and Office applications. Ability to work efficiently in a busy office environment while maintaining exceptional attention to detail. Excellent customer care skills with a professional and approachable manner. Outstanding communication skills, both verbal and written.

Qualifications/Experience:

Minimum 5 GCSE's with GCSE English and Maths Level 5 Administrative experience Fertility knowledge Customer Care

Benefits:

For the right person, there is an opportunity for self-development and career progression. We focus on individual ability and talent to help them fulfil their role, whilst encouraging progression within the company. We are offering an excellent salary package based on prior experience. This is a full-time position (40 hrs per week) based in Tunbridge Wells, although travel between our other clinics may be required from time to time.

24 days' Annual Leave plus public Bank Holidays (based on full time 40-hour week) Life Assurance Childcare vouchers Learning opportunities Pension plan
Equality, Diversity & Inclusion: We at London Women's Clinic are an Equal Opportunities employer and recognise the value of a Diverse Organisation. London Women's Clinic appreciates all job applications. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. Additional Information:

As part of our standard recruitment process this role will require a disclosure and barring service (DBS) check. We will request two professional references from candidates. All candidates who progress to the final stages of the recruitment process will be required to provide evidence of their right to work in the UK. This may include but is not limited to passport, VISA or residency documentation.
Job Types: Full-time, Permanent

Pay: 27,500.00-32,000.00 per year

Education:

GCSE or equivalent (required)
Experience:

Administrative: 2 years (required) Patient care: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 01/01/2026