Position Overview
Patient Coordinator required for our expanding well established client seeking a professional, compassionate, and enthusiastic individual to join our New Patient Team.
As a New Patient Coordinator, you will play a vital role in assisting patients throughout the patient journey, offering support and guidance from initial consultation through to treatment. You will be the first point of contact for new patients looking to start treatment at the clinic.
Key Responsibilities
* Patient Relationships: Build outstanding rapport, provide support while maintaining a professional and caring attitude, demonstrate compassion when addressing concerns.
* Patient Communication: Manage high volumes of enquiries via multiple channels, give timely, professional, courteous responses to phone calls and emails, provide accurate information about services, prices, procedures.
* Team Collaboration: Facilitate communication between administrative and clinical teams, attend regular meetings and contribute innovative ideas for improvement.
* Patient Information: Collect and verify patient information, manage data according to regulations and GDPR, ensuring confidentiality.
* Market Monitoring: Monitor competitor activity to support Manchester Fertility’s market position.
* Events: Promote Manchester Fertility at conferences and events, advocate for the clinic through public speaking or camera interactions.
Required Attributes, Skills & Experience
* Empathetic with a passion for patient service; proven track record of understanding patient perspective; interest in IVF a real advantage.
* Excellent communication skills, able to build rapport from day one, confident in contacting patients face‑to‑face and by telephone.
* Self‑motivated, capable of multi‑tasking, with a positive 'can‑do' attitude.
* Highly experienced with IT systems and first‑class organisational skills.
* Background in sales experience preferred; ability to work towards KPIs and meeting targets.
Teamwork & Quality Expectations
* Maintain quality systems and procedures.
* Manage data in accordance with internal and GDPR regulations.
* Actively participate in regular team meetings and help develop the company.
* Promote the activities of the company through marketing and events when necessary.
* Display personal standards that portray and maintain the clinic’s image.
* Maintain effective partnerships at all working levels.
* Present in a calm and professional manner at all times.
* Be flexible and adaptable to meet changing business needs.
* Act in the best interest of the clinic and its patients at all times.
Education & Experience
* Experience in a similar environment/customer/patient facing role desirable.
* Maths and English GCSE.
* Knowledge of IVF desirable.
* Previous experience of patient case management desirable.
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