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About the Role

As a Patient Care Coordinator, you will be the primary point of contact for fertility patients, guiding them through their treatment journey with clarity and compassion. You will work within a multidisciplinary team to ensure patients feel supported, informed, and cared for. This role requires exceptional communication, empathy, and organizational skills.

Responsibilities

• Act as the primary point of contact for fertility patients throughout their treatment journey, providing consistent guidance, reassurance, and responsive support.
• Maximize patient conversion to treatment by providing clear, relevant information that supports informed decision-making, alongside timely and proactive follow-up.
• Serve as a central liaison between clinical and administrative teams, ensuring a seamless and well-coordinated patient experience at every touchpoint.
• Develop and manage proactive communication systems that reduce reliance on patients to initiate contact.
• Build and maintain a strong support framework for patients by collaborating closely with senior management and multidisciplinary teams.
• Enhance the overall patient experience by incorporating feedback to continuously improve service quality and patient relationships.
• Handle departmental administrative tasks efficiently, demonstrating strong organisation and attention to detail.
• Contribute innovative ideas to optimise the patient journey and improve departmental effectiveness.
• Support at clinic events such as open days, contributing to continuous improvement and an exceptional patient experience (occasional weekend or bank holiday cover required).

Requirements

• Exceptional communication and interpersonal skills with a warm, empathetic and patient-centred approach.
• Strong organisational and time management skills with the ability to manage multiple patient pathways simultaneously, prioritising effectively and meeting deadlines.
• Skilled in liaising across clinical and administrative teams to ensure a seamless and well-coordinated patient experience.
• Confident user of Microsoft Office (Outlook, Excel, Word, Teams), patient management systems, CRM platforms and electronic medical records (EMR).
• Previous experience in a patient-facing role — healthcare, fertility, private medical or similar customer-focused environment.
• Experience in care coordination, patient services or healthcare administration.
• Background or exposure to fertility services, women's health or private healthcare.
• Familiarity with medical terminology and clinical processes.
• Experience with data entry, reporting and tracking tools.

Skills

• Communication skills
• Interpersonal skills
• Patient-centred approach
• Organisational skills
• Time management skills
• Liaising skills
• Microsoft Office (Outlook, Excel, Word, Teams)
• Patient management systems
• CRM platforms
• Electronic medical records (EMR)
• Data entry
• Reporting
• Tracking tools

Location

• United Kingdom

Work Type

• Full-time

Experience Level

• Desirable: Previous experience in a patient-facing role
• Desirable: Experience in care coordination, patient services or healthcare administration

Benefits

• 32 days annual leave including bank holidays
• Life assurance
• Pension plan
• Workplace Nursery Scheme
• MyGym discounts
• Staff treatment discounts
• EV Car Scheme and Cycle2Work
• Perkbox benefits platform
• Health and wellness programmes
• Ongoing learning and development opportunities

About the Company

• JD Healthcare Group is one of the UK's leading fertility and reproductive healthcare providers, operating brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing across the United Kingdom.
• Since 1985, we have been supporting individuals and families through some of the most significant journeys of their lives — combining world-class clinical expertise with genuine human care.
• Everything we do is driven by a shared purpose: helping people build the families they dream of.

Equal Opportunity

• JD Healthcare is an Equal Opportunities employer.
• We are committed to diversity and inclusion and encourage applications from all backgrounds.