Fertility Care Coordinator

Job Title: Fertility Care Coordinator

Hours: Full-time 37.50 hours per week

Reports to: Patient Experience Manager

Position Overview

The Fertility Care Coordinator is responsible for managing patient

coordination and communication throughout their treatment journey. This

includes:

• Conducting first virtual visits and informative appointments.

• Scheduling follow-ups and ensuring proper coordination.

• Educating patients on available services and treatment options.

• Explaining financial and credit options.

The role ensures smooth and efficient clinic operations while providing a

welcoming, informed, and caring experience for patients at CRGH

Clinic.

Key Responsibilities

Informative Appointments

• Provide detailed information about clinic services, treatment options, and procedures.
• Explain financial and credit options, including local health insurance procedures.
• Understand and explain patient pathways referred by doctors or referral agencies (e.g., employee benefits providers).
• Follow medical protocols and handle documentation for experienced patients.

Patient Coordination

• Schedule appointments, follow-ups, and treatments in coordination with medical staff and patient availability.
• Communicate test results, treatment plans, and other relevant information promptly.
• Maintain accurate and up-to-date patient records throughout the treatment process.

Patient Communication

• Act as the primary contact for patients, addressing their questions and concerns with compassion.
• Provide educational resources and support to help patients understand their treatment options and progress.
• Facilitate effective communication between patients and the medical team.

Support and Care

• Offer emotional support and reassurance to patients and their families.
• Proactively enhance the patient experience through personalized care and attention.
• Ensure a welcoming environment during virtual and in-person visits.
• Coordinate additional support services (e.g., counselling or financial guidance).

Clinic Operations

• Collaborate with clinic staff to optimize patient flow and improve operational efficiency.
• Participate in team meetings to contribute to process improvements and patient care standards.
  
• Stay updated on fertility treatment advancements and share relevant updates with patients and staff.
• Work with billing and financial teams to facilitate payment processing and resolve patient billing queries.

Compliance and Confidentiality

• Adhere to all relevant regulations and clinic policies in patient interactions and record-keeping.
• Maintain strict confidentiality of patient information.

Professional Development

• Engage in training and development opportunities to enhance skills in fertility care and patient support.

Qualifications and Experience

Experience:

• A minimum of 2 years experience in patient coordination within a fertility clinic or related healthcare setting.

Skills:

• Exceptional communication and interpersonal skills with a patient-centric approach.
• Proficient in maintaining detailed records and using patient management systems.
• Deep Understanding of IVF Processes

Key Competencies

• Working with People Flexibility & Agility
• Delivering and Meeting Expectations
• Communication & Empathy
• Product knowledge
• Relationship building

What we offer

• A supportive, collaborative, and inclusive working environment.
• Opportunity to make a meaningful impact on patients lives.
• Pension Scheme provided by Royal London.
• 25 days annual leave plus public bank holidays.
• Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave.
• Wellbeing benefits, shopping and leisure vouchers through Perkbox.
• Buy or sell annual leave.
• Treatment discounts.
• Private Medical Insurance.