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About the Role
As Treatment Coordinator for the Elective Egg Freezing programme at London Women's Clinic, you will be the primary point of contact for individuals exploring and undergoing egg freezing treatment. This is a commercially minded, patient-centred role requiring exceptional customer service, empathy, and a proactive approach to patient conversion and retention. You will collaborate with clinical, nursing, embryology, and administrative teams to ensure an outstanding, seamless, and compassionate patient experience.
Responsibilities
- Act as the primary point of contact throughout the customer journey, providing timely, accurate, and compassionate support.
- Clearly explain the egg freezing treatment process, fees, and payment options to customers.
- Maximize conversions to treatment by proactively monitoring customer progress and identifying barriers.
- Collect, maintain, and update customer information accurately across all relevant databases.
- Meet and exceed agreed goals and Key Performance Indicators.
- Act as a knowledgeable ambassador for the Elective Egg Freezing programme.
- Attend and participate in recruitment events, seminars, and marketing initiatives.
- Identify and suggest improvements to the customer journey and contribute to service development.
Requirements
- Demonstrated experience in a customer service, sales, or patient-facing coordination role.
- Excellent written and verbal communication skills with a warm, empathetic, and professional approach.
- Strong ability to explain complex information clearly and confidently.
- High level of attention to detail with the ability to maintain accurate records and adhere to procedures.
- Computer literate, including Microsoft Office and CRM systems.
- Understanding of confidentiality requirements and the sensitivity required when handling customer information.
- Knowledge of Quality Management System requirements.
Skills
- Customer service
- Sales
- Patient-facing coordination
- Written communication
- Verbal communication
- Empathy
- Professionalism
- Explaining complex information
- Attention to detail
- Record keeping
- Adherence to procedures
- Microsoft Office
- CRM systems
- Confidentiality
- Quality Management System
Location
- United Kingdom
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- 32 days annual leave including bank holidays
- Life assurance
- Pension plan
- Workplace Nursery Scheme
- MyGym discounts
- Staff treatment discounts
- EV Car Scheme
- 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.
- Operates brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing.
- Has been supporting individuals and families through significant journeys since 1985.
- Combines world-class clinical expertise with genuine human care.
- Driven by a shared purpose: helping people build the families they dream of.
Equal Opportunity
- JD Healthcare is an Equal Opportunities employer.
- Committed to diversity and inclusion.
- Encourages applications from all backgrounds.