Patient Coordinator

3 weeks ago


London, United Kingdom CREATE Fertility Full time

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 led by world-leading Professors, including Professor Dr Geeta Nargund, our Medical Director and one of the nation’s leading fertility specialists. We are looking for a dynamic, experienced individual to join our team based in Raynes Park, London.

**Summary of Role**:
**Key Responsibilities**:

- Front of house welcome and registering patients for their appointments
- Reviewing patients’ registration form and identifying any missing forms
- Scanning Patient forms onto CREATE’S bespoke software
- Offering support and guidance on CREATE range of services
- Booking appointments and any follow up appointments for patients including any associated confirmation
- Ensuring all potential patients are followed up in line with company policy
- Handling new and existing inquiries by offering information, support and guidance on CREATE’s range of services
- Taking credit and debit card payments; completing reconciliation of invoices and payments.
- Maintaining absolute discretion and confidentiality. Delivering emotional support and empathy for our patients.
- Acting in accordance with CREATE’s policies & procedures, the Data Protection Act and our HFEA regulations.
- Being a proud ambassador for CREATE Fertility.
- Working a shift pattern including weekends
- To be able to work as part of a team and independently
- Ensuring that all new patients are meet and placed into the agreed Journey
- That all agreed contact and touch points take place, offering industry leading service
- Liaise with clinical members of the team to provide high quality service and information to patients
- All aspects of the client journeys are planned, prepared and organised
- Use central and local reports to monitor personal performance against targets
- Ensure that the service excels on patient experience with early intervention when issues occur
- Effectively lead and support patients through the IC and TC process to ensure a consistent delivery of high quality service and performance.
- Ensuring all treatments are in line with CREATE fertility protocols and guidelines
- Ensuring that all activities are carried out in accordance with HFEA requirements

**Person Requirements**:

- A friendly, caring personality.
- Able to work as part of a team, but also to take initiative individually.
- Strong organisational and time management skills.
- Emotional intelligence and the ability to deal with difficult, high-pressured situations.
- The ability to work under pressure and with personnel from all levels.
- Maturity to deal with difficult situations with a smile and empathy.
- Highly Pro-active and motivated by targets.
- Strong common sense and ability to think on your feet.
- Excellent telephone manner and call handling skills
- Healthcare experience is desirable, but not essential. Luxury customer service experience is useful
- Emotional intelligence and the ability to deal with difficult, high-pressured situations.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£26,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

COVID-19 considerations:
Health and Safety precautions as per government guidelines.

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What is your current notice period?
- What are your salary expectations?
- What do you feel you can bring to this role?

Work authorisation:

- United Kingdom (required)

Work Location: In person


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