Patient Care Coordinator

Location: Harley Street/London Bridge London

About the company:

London Women’s Clinic provides fertility treatment to women and couples across England and Wales. Established in 1985 in Harley Street, the London Women's Clinic has since pioneered many of the routine techniques used to treat fertility today. Our state-of-the-art facilities include on-site laboratories and theatres led by a team of consultants and nursing staff with over 30 years’ experience. We also have regional centres in the South East, North East, and West of England, and Wales, giving patient’s local access worldclass fertility care.

About the role:

Patient Care Coordinators provide a single point of contact for our fertility patients once they have had their initial consultation. They are central to the patient experience and can make what can be a challenging and daunting journey, much more seamless and reduce anxieties. As a Patient Care Coordinator, highest levels of communication are required to keep nurses, consultants and the patients on the same page.

Job Specification:

1. To maximise conversions to treatment by providing relevant information to aid their decision making and follow up where necessary.

2. Be a key point of contact throughout the patient journey, providing answers and support where required.

3. Act as an anchor/bridge between administrative and clinical teams to ensure smoothness in the patient journey.

4. To establish a strong support structure, with relevant senior management, for all patients undergoing treatment.

5. Create and maintain a proactive system which takes away the need for patients to act entirely on their own initiative.

6. Providing a “nudge” at key stages in the patient journey and being accountable for uplifting the conversion rates for the clinicians you are allocated.

7. Work closely with all other departments to ensure individual patients’ journey flows effectively. Liaise effectively and quickly with others to ensure patients get answers in a timely manner.

8. Help improve the relationship patients have with the clinic by learning from patient feedback to improve customer service.

9. Develop ideas to improve the patient journey and develop ideas to enhance the effectiveness of the department.

Person specification:

• Ability to manage patients who may require reassurance, support and clarity.
• Ability to 'put the customer first' especially when working under pressure.
• Ability to relationship build, show empathy, and have a ‘can do’ attitude.
• Ability to grasp specific programmes and software’s (IT literate).

Knowlegde/Skills/Experience:

• Minimum 1 years’ experience in a direct sales, customer service and/ or medical environment.

Benefits:

• For the right person, there is an opportunity for self-development and career progression
• 24 days’ Annual Leave plus public Bank Holidays (based on full time 40-hour week)
• Life Assurance
• Childcare vouchers
• Learning opportunities
• Pension plan

Job Types: Full-time, Permanent

Salary: £26,000.00-£28,000.00 per year

Benefits:

• Childcare
• Company events
• Company pension
• Sick pay

Schedule:

• Day shift

Ability to commute/relocate:

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

Experience:

• Direct sales: 1 year (required)
• Customer service: 1 year (required)

Work Location: In person

Application deadline: 12/05/2023