New Patient Coordinator
We are seeking a professional, compassionate, and enthusiastic individual to join our clients New Patient Team. As a New Patient Coordinator, you will play a vital role in assisting patients throughout their medical journey. You will offer support and guidance, from initial consultation through to treatment. You will be the first point of contact for any new patients who are looking to start treatment.
Key Responsibilities:
Patient Relationships: Have the ability to build outstanding rapport with patients. You will play a pivotal role in building trust and aiding decision making as patients embark on their journey. You will be required to provide the support needed whilst maintaining a professional and caring attitude at all times. You must be able to demonstrate compassion and understanding when addressing the concerns or emotional needs of patients.
Patient Communication: Skilled at managing high volumes of incoming enquiries via multiple channels. Give timely, professional, and courteous responses to phone calls and emails. You will be expected to provide accurate information to patients regarding services, prices, procedures and general enquiries.
Team Collaboration: Facilitate communication between administrative and clinical teams to ensure a seamless patient experience. Attend regular team meetings and positively contribute with innovative ideas for continuous improvement to our services and processes.
Patient Information: Collect and verify patient information, manage data according to internal regulations and GDPR, ensuring confidentiality is always maintained.
Monitor competitor activity: Diligently keep abreast of competitor activities to stay informed and be active in increasing Manchester Fertility’s market position.
Events: Proactively engage in promoting the clinic at conferences and events, demonstrating ease and confidence in public speaking or camera interactions to effectively advocate for the clinic.
Required Attributes/Skills/Experience:
We are looking for someone who is exceptionally empathetic with a passion for patient service. To have a proven track record of understanding a patient’s perspective with We ask that you are confident in helping patients throughout their journey with us and that you are comfortable liaising with patients both face to face and over the telephone.
If you have excellent communication skills with an ability to build a rapport with your patients from day one, can confidently multi-task and are self-motivated, then you are the ideal person to help our patients. Compassion, tenacity, and resilience are key requirements for this role as patients will turn to you for support and guidance during what is a very exciting, but emotive and potentially difficult, time for them.
In addition to the above, it is essential that you are highly experienced in working with IT and IT systems, have first class organisational skills, the ability to prioritise your own workload and possess a positive ‘can do’ attitude.
It is preferred that you have a background in sales experience and have previously worked towards KPIS and meeting targets.
Teamwork and quality are vital aspects in the success of our team. All members of staff are expected to:
Maintain quality systems and procedures.
Manage data in accordance with internal and GDPR regulations.
Take an active part in regular team meetings and be involved in the general development of the Company, ensuring effective communication.
Promote the activities of the Company by involvement in marketing, and events when necessary.
Display personal standards that portray and maintain Manchester Fertility’s profile and image.
Maintain effective partnerships at all working levels.
Present in a calm and professional manner at all times.
Be flexible and adaptable to meet the changing needs of the business.
Act in the best interest of Manchester Fertility and its patients at all timeEducation and Experience:
Experience in a similar environment/customer/patient facing role is desirable.
Maths and English GCSE
Knowledge of IVF is desirable
Previous experience of patient case management is desirable