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Patient Coordinator

2 months ago

Bristol, United Kingdom CREATE Fertility Full time

**ABOUT US**

CREATE Fertility and abc ivf are 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 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 Patient Coordinator to join the friendly team in our Bristol Hub clinic.

**ROLE PURPOSE**

The Patient Coordinator is responsible for supporting new patients through their treatment journey from initial enquiry to initial consultation and through to treatment completion.

They are the service and care provider for each new patient throughout the their IVF journey and are the first port of call of for any queries our patients may have.

They are accountable for championing the delivery of the core values of CREATE Fertility, delivering service excellence, achieving targets and KPIs, and positive management of the entire patient journey.

**ROLE REQUIREMENTS**

The key responsibilities are as follows:

- Ensuring that all new patients are placed virtually 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/abc ivf protocols and guidelines
- Ensuring that all activities are carried out in accordance with HFEA requirements

**REQUIRED SKILLS, AND ABILITIES**

Exceptionally empathetic and a passion for customer service and a proven track record of seeing things from a customer’s perspective, putting the customer first, understanding customer concerns and securing resolution when issues occur
- Performance driven, able to manage at pace, self-motivated and able to prioritise
- Excellent communication, diplomatic, tactful and the ability to deal with difficult situations
- Organised and able to multi-task
- Strong commercial instincts

**EDUCATION AND EXPERIENCE**
- Ideally have commercial service experience in Private Health, Beauty / Spa, Hospitality, Retail or Service sectors. Sales through service experience is desirable
- Experience of working within a target driven and fast paced environment
- A positive ‘can do’ attitude that can handle change and challenge
- Excellent organisational and communication skills
- Genuine desire to help patients and make a difference to people’s lives

CREATE Fertility is an Equal Opportunities Employer

**BENEFITS**
- 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
- Discounted IVF treatment (after 2 years’ service)

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

**Salary**: £23,000.00 per year

Schedule:

- 8 hour shift

Application question(s):

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

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 27/12/2023

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