Job Description

ABOUT US

CREATE Fertility is one of the leading IVF and fertility treatment providers, with centers across the UK. We are pioneers of Natural and Mild IVF, a form of IVF which uses either no or low dosages of fertility drugs. Our treatments are gentler, safer, and more affordable than other clinics, and we continue to invest in new innovations. We are looking for a dynamic Patient Coordinator to work onsite at our clinic in St. Pauls, London.

ROLE PURPOSE

The Patient Coordinator is a key member of the Clinic Team and is responsible for supporting patients through their treatment journey, from booking, to initial consultation and through to treatment completion. They are responsible for the delivery of a world class patient experience, and supporting the delivery of a commercially successful business.

ROLE REQUIREMENTS

Reporting to the Clinic Manager, or their appropriate delegate, and working closely with clinical colleagues, the Patient Coordinator will effectively and efficiently manage all patient journeys, while driving the delivery of a variety of financial targets. This management, along with other supporting administrative duties, will include but is not limited to:

Ensuring that all new patients are met and placed into the correct patient pathway That all agreed contact and touch points take place offering world class patient service Liaising with clinical members of the team to provide high quality service to patients To plan, prepare, and organise all aspects of the patient journeys as required Utilising central and local reports to monitor personal performance against targets Ensure that the service excels on patient experience with early intervention when issues occur Support patients through their pathway ensuring consistent delivery of a high quality service Recording accurate patient pathway information onto local software as required Booking patient appointments for patients including any associated confirmation Ensuring all potential patients are followed up in line with company policy Drive the conversation of patients and their progression through the patient pathway Creating statements, invoices, and other relevant financial materials for patients Taking service payments completing reconciliation of invoices and payments as required Participate in and support the resolution of complaints, investigations, audits, and other administrative processes relating to patients and their pathways Ensuring that all activities are carried out in accordance with HFEA requirement Other reasonable requests made by the local Hub Leadership Team

EDUCATION AND EXPERIENCE

Customer service and sales experience, preferably within the healthcare sector Strong ability to prioritise and manage competing demands in a fast paced environment Verifiable record of the management and delivery of operational, financial, and quality KPI Competence in working both independently and as part of a wider team
Employment is subject to status to work in the UK and 2 satisfactory references.

CREATE Fertility is an Equal Opportunities Employer

BENEFITS

Our benefits package includes:

25 days holiday plus a day off on your birthday Increasing annual leave for every full year worked up to 30 days (includes birthday) Perkbox (employee platform - discounts in shops, cinemas etc.) Pension Scheme Cycle to work Scheme Private healthcare Life insurance (4 times your salary) Season ticket loan Discounted IVF treatment (after 2 years' service)

WE KINDLY REQUEST NO AGENCY INVOLVEMENT

Job Types: Full-time, Permanent

Pay: 28,208.00 per year

Benefits:

Company pension Employee discount Health & wellbeing programme Life insurance Private medical insurance Referral programme
Application question(s):

What is your current notice period? What do you feel you can bring to the role? How many years of customer service experience do you have?
Work authorisation:

United Kingdom (required)
Work Location: In person