Director of Patient Experience & Onboarding Excellence

TFP Fertility; Nottingham; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Location: Nottingham

Salary: Competitive

Working Hours: 37.5 per week

Pension: Dual contribution

Holiday Entitlement: 27 days + BH

Job summary

TFP Fertility is seeking a Head of New Patient Experience to lead the Patient Contact Centre and Typing Service in Nottingham. You will drive compassionate patient interactions, ensure high-quality responses, and convert inquiries into clinic consultations while upholding TFP’s values.

The role demands senior leadership, robust KPI management, and close collaboration with Marketing, Sales and clinic leadership to align campaigns with real patient conversations.

Qualifications

• Senior leadership experience in a call centre, patient contact, customer experience or service operation.
• Proven ability to balance experience quality with performance and growth.
• Strong understanding of KPIs and operational management.
• Exceptional people leadership and coaching capability in healthcare or regulated service environment.

Responsibilities

• Own the day-to-day performance of the Patient Contact Centre and Typing Service.
• Define and uphold quality standards for all patient interactions (calls, emails, digital responses).
• Own and optimise operational and commercial KPIs; provide insightful reporting to leadership.
• Lead and develop the Typing service to ensure accuracy and timeliness.
• Design and continuously refine the enquiry and onboarding journey for patients.
• Balance marketing feedback with patient reality to protect trust and conversion.

Skills

Senior leadership

Call centre management

KPI management

Patient experience

Job description

TFP Fertility is seeking a Head of New Patient Experience to lead the Patient Contact Centre and Typing Service in Nottingham. You will drive compassionate patient interactions, ensure high-quality responses, and convert inquiries into clinic consultations while upholding TFP’s values.

The role demands senior leadership, robust KPI management, and close collaboration with Marketing, Sales and clinic leadership to align campaigns with real patient conversations.