Position: Patient Experience Manager - Fertility Pay: £30,000 - £35,000 per year Location: London / Birmingham (Remote role plus weekly meetings in shared office space) 40 hour week Requirements: Experience in fertility patient coordination. As a Patient Experience Manager, you will play a crucial role in ensuring a seamless and positive experience for our patients throughout their medical tourism journey. You will be responsible for coordinating all aspects of the patient's journey and experience, from initial inquiry to post-treatment follow-up in the UK. Key Responsibilities: 1. Patient Coordination: Initial Contact: Respond to patient enquiries promptly and provide comprehensive information about our services. Appointment Scheduling: Coordinate appointments with our private UK GPs, Specialists, and the abroad counterparts. Information Sharing: Share relevant information with patients, including leaflets, treatment plans, costs, and logistics. Documentation: Maintain accurate patient records and documentation using our tech platforms. 2. Communication and Support: Point of Contact: Serve as the primary point of contact for patients, addressing their questions and concerns in a timely way. Communication: Maintain open and effective communication with patients, our UK doctors, abroad healthcare providers and other stakeholders. Support: Provide emotional and practical support to patients throughout their journey. 3. Process Management: Coordination: Coordinate with various departments and third-party agencies to ensure a seamless patient experience. Information Sharing: Ensure that all relevant information is shared between the patient, our UK doctors, and overseas healthcare providers. Updates: Keep patients informed about their treatment progress and any changes in the plan. Work proactively with the admin and clinical teams. 4. Coordination abroad: Liaison: Serve as the primary point of contact for the overseas-based team once the patient receives a "fit to fly" approval from the UK doctor. Information Exchange: Coordinate the exchange of patient information and medical records between the UK and abroad, ensuring confidentiality and GDPR regulations. Travel Arrangements: Assist with abroad travel arrangements and medical visa processing for the patient. Post-Treatment Follow-Up: Coordinate post-treatment follow-up appointments with our UK doctors and provide necessary support. 5. Patient Follow-Up: Post-Treatment Care: Coordinate post-treatment follow-up appointments with our UK doctors. Insurance Claims: Assist patients with insurance claims and reimbursement processes. Feedback Collection: Gather feedback from patients to identify areas for improvement. Share patient records with the patients NHS GP 6. Qualifications: Excellent communication and interpersonal skills. Strong organizational and time management abilities. Empathy and compassion for patients. Ability to work independently and as part of a team. Minimum 4 years of experience in a patient-facing role 7. Preferred Skills: Experience in the healthcare or travel industry. Knowledge of medical terminology, healthcare IT systems and healthcare procedures. Experience in customer service or relationship management. By applying you consent for us to hold your details and contact you about this position and other future positions. Please only apply if you have previous patient facing role experience.