ABOUT US
CREATE Fertility is one of the leading IVF and fertility treatment providers, with centers 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 innovations.
We are now seeking a Patient Coordinator to join our team, working across both our Bury and Wilmslow clinics.
Clinic Locations & Work Pattern:
* Bury Clinic – Mondays, Wednesdays and Fridays
* Wilmslow Clinic – Tuesdays and Thursdays
Clinic Addresses:
* CREATE Fertility, Irwell Street, Bury, BL9 0HZ
* CREATE Fertility, Part Ground Floor, Kings Court, Wilmslow, Manchester, SK9 5AR
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 met and placed into the agreed Journey
* 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, prepared 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
REQUIRED 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)
WE KINDLY REQUEST NO AGENCY INVOLVEMENT
*Due to the nature of this role a DBS check will be required*
Job Types: Full-time, Permanent
Pay: £26,208.00 per year
Benefits:
* Company pension
* Employee discount
* Health & wellbeing programme
* Life insurance
* Private medical insurance
* Referral programme
Ability to commute/relocate:
* Bury BL9 0HZ: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What is your current notice period?
* What do you feel you can bring to the role?
* How many years of customer service experience do you have?
Work authorisation:
* United Kingdom (required)
Work Location: In person