New Patient Coordinator

7 months ago

Cheadle, United Kingdom Manchester Fertility Full time

Manchester Fertility is one of the UK’s leading private fertility clinics. Based in Cheadle in South Manchester, we help patients to realise their dream of starting a family and have helped more than 7000 babies to be born.

As one of the first private fertility clinics, established 35 years ago, we pride ourselves on being innovative, nurturing and offering the highest level of care. Patients have access to the latest fertility treatments and specialist doctors who are experts in their field and we are proud to have one of the largest donor egg and sperm banks in the UK.

It is our personal approach which sets us apart and gives us our outstanding reputation for excellent patient care and innovation.

As an employer, we offer this same care to all of our colleagues and can offer a diverse, interesting and supportive career. We are proud of our great working environment and loyal and dedicated team and will continue to invest to help our colleagues and our patients.

**The Role**

We are seeking a professional, compassionate, and enthusiastic individual to join our New Patient Team.

As a New Patient Coordinator, you will play a vital role in assisting patients throughout their fertility journey. You will offer support and guidance, from initial consultation through to treatment. You will be the first point of contact for any new patients who are looking to start treatment at Manchester Fertility.

**Key Responsibilities**:
**Patient Relationships**:Have the ability to build outstanding rapport with patients. You will play a pivotal role in building trust and aiding decision making as patients embark on their fertility journey. You will be required to provide the support needed whilst maintaining a professional and caring attitude at all times. You must be able to demonstrate compassion and understanding when addressing the concerns or emotional needs of patients.

**Team Collaboration**: Facilitate communication between administrative and clinical teams to ensure a seamless patient experience. Attend regular team meetings and positively contribute with innovative ideas for continuous improvement to our services and processes.

**Patient Information**: Collect and verify patient information, manage data according to internal regulations and GDPR, ensuring confidentiality is always maintained.

**Quality Assurance**: Adhere to Human Fertilisation and Embryology Authority (HFEA) and Competition and Markets Authority (CMA) guidelines and keep up to date with procedures and policies.

**Monitor competitor activity**: Diligently keep abreast of competitor activities to stay informed and be active in increasing Manchester Fertility’s market position.

**Events**: Proactively engage in promoting Manchester Fertility at conferences and events, demonstrating ease and confidence in public speaking or camera interactions to effectively advocate for the clinic.

**Required Attributes/Skills/Experience**:
We are looking for someone who is exceptionally empathetic with a passion for patient service. To have a proven track record of understanding a patient’s perspective with some interest in IVF would be a real advantage. We ask that you are confident in helping patients throughout their journey with us and that you are comfortable liaising with patients both face to face and over the telephone.

If you have excellent communication skills with an ability to build a rapport with your patients from day one, can confidently multi-task and are self-motivated, then you are the ideal person to help our patients. Compassion, tenacity, and resilience are key requirements for this role as patients will turn to you for support and guidance during what is a very exciting, but emotive and potentially difficult, time for them.

In addition to the above, it is essential that you are highly experienced in working with IT and IT systems, have first class organisational skills, the ability to prioritise your own workload and possess a positive ‘can do’ attitude.

**Teamwork and quality are vital aspects in the success of our team. All members of staff are expected to**:

- Maintain quality systems and procedures.
- Manage data in accordance with internal and GDPR regulations.
- Take an active part in regular team meetings and be involved in the general development of the Company, ensuring effective communication.
- Promote the activities of the Company by involvement in marketing, and events when necessary.
- Display personal standards that portray and maintain Manchester Fertility’s profile and image.

**o** Maintain effective partnerships at all working levels.
- Present in a calm and professional manner at all times.
- Be flexible and adaptable to meet the changing needs of the business.
- Act in the best interest of Manchester Fertility and its patients at all time

**Education and Experience**:
Experience in a similar environment/customer/patient facing role is desirable.

Maths and English GCSE

Knowledge of IVF is desir

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