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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 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 our clinic based in Wilmslow, Greater Manchester.

ROLE PURPOSE

The Patient Coordinator is responsible for supporting new patients through their treatment journey, from open evening, to initial consultation and through to treatment completion. They are the service and care provider for each new patient. 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 meet and placed into the agreed Journey
• Attending Open Evenings on rotation to meet potential patients
• 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, prep’d 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

EQUIRED 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 and experienced at setting and meeting targets
• Excellent skills of persuasiveness
• Outstanding people management skills

EDUCATION AND EXPERIENCE

• Ideally have commercial service experience in Private Health, Beauty / Spa, Hospitality, Retail or Service sectors. Sales by 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

Employment is subject to status to work in the UK and 2 satisfactory references.

CREATE Fertility is an Equal Opportunities Employer

Benefits

Our benefits package includes:

• 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
• Childcare Vouchers
• 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: £24,500.00 per year

Ability to commute/relocate:

• Oldham, Greater Manchester: reliably commute or plan to relocate before starting work (required)

Application question(s):

• What is your notice period?
• What are your salary expectations?

Experience:

• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person