Job Description

About Us

CREATE Fertility is one of the leading IVF and fertility treatment providers with centres 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 innovation.

We are looking for an energetic, talented individual to join the team in our amazing team in Farringdon, London.

Summary of Role:

The Patient Support Executive will be a vital member of our new enquiries team, tasked with delivering exceptional service to new prospects through inbound calls, web enquiries, live chat, and social media. This role involves utilising a comprehensive understanding of our products and services to guide potential patients, promote relevant treatments, and convert enquiries into appointments.

Key Responsibilities:

Efficiently manage new enquiries, ensuring a professional and first-class service Offer accurate information, support, and guidance on CREATE's range of services and treatments Proactively manage sales by service to achieve internal conversion targets. Respond promptly and clearly to patient requests via email, live chat, and website. Schedule and confirm new patient appointments. Build strong relationships and rapport with potential patients. Handle financial transactions, including creating statements, processing payments, and managing refunds. Maintain confidentiality and discretion in all patient interactions. Provide emotional support and empathy in sensitive situations. Comply with CREATE's policies, the Data Protection Act, and HFEA regulations. Work effectively as part of a team and independently. Coordinate with clinic managers to ensure the availability of appointments.

Key Results - KPI's

Achieving conversion targets for patient enquiries to appointments. Meeting and exceeding set KPIs for patient engagement and satisfaction. Ensuring accurate and timely communication with patients. Maintaining high levels of patient confidentiality and data protection compliance.

Person Requirements - Essential:

Experience within a contact center or customer service environment. Able to work as part of a team, but also to take initiative individually. Exceptionally empathetic - a clear and confident communicator with excellent telephony and typing skills. A friendly, caring and compassionate personality. Strong organisational and time management skills. Maturity to deal with difficult situations with a smile and empathy. Highly Pro-active with strong common sense and the ability to think on your feet. Proven experience within a customer service role - putting patients first, understanding concerns and securing resolutions when issues occur. Ability to manage and deal with difficult situations and conversations. Appreciation of patient confidentiality.

Skills:

Collaborative and Initiative-Taking

: Ability to work well within a team and also independently take the initiative.

Excellent Communication:

Proficient in verbal and written communication, with a confident and clear speaking manner.

Typing Skills

: Competent typing skills for managing online enquiries.

Friendly and Compassionate Personality:

Warm and empathetic approach to patient interactions.

Strong Organisational Skills:

Ability to manage multiple tasks efficiently and keep all patient-related activities well-organised.

Empathy:

Capability to handle challenging and sensitive situations with maturity and understanding.

Active Listening:

Patient and attentive listener who can accurately understand and address patient needs.

Pressure Handling

: Ability to perform effectively under pressure and maintain composure.

Stakeholder Interaction:

Comfortable interacting with various levels of stakeholders, including clinic managers and healthcare professionals.

Commitment to Confidentiality:

Adherence to patient confidentiality and privacy standards.

Experience

Work quickly to address and resolve patient issues Intuitive to patient needs with clear and concise communication skills Strong communication, interpersonal skills and the ability to build and maintain relationships A background in customer service or sales is a plus Must understand customer relationship management (CRM) Strategic thinker and ability to analyze and solve problems quickly Ability to work well across multiple teams Attentive to detail and organized Must be self-motivated, flexible and able to manage several tasks at one time

Essential

Ability to work collaboratively and take initiative individually. Excellent communication and typing skills, with a clear and confident speaking manner. Friendly, caring, and compassionate personality. Strong organisational and time management skills. Maturity to handle challenging situations with empathy and positivity. Proactive and motivated by targets. Patient and attentive listener, with an understanding of customer needs. Ability to work under pressure and interact with stakeholders at all levels. Commitment to patient confidentiality .

Desirable

Experience in healthcare or luxury customer service. Experience in outbound sales within a high-end environment (non-cold calling). Flexible, approachable and enthusiastic demeanour. Strong interpersonal skills and attention to detail. Willingness to learn and adapt.

Benefits include:

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, free mobile insurance etc.) Pension Scheme Cycle to work Scheme Private healthcare Life insurance (4 times your salary) Season ticket loan Enhanced Months maternity pay
Due to the nature of this role a DBS check will be required.

Job Types: Full-time, Permanent

Pay: 28,808.00 per year

Benefits:

Flexitime
Application question(s):

What is your current notice period? What do you feel you can bring to this role?
Experience:

Customer service: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person