Fertility Patient Engagement & Conversion Specialist

IVFLondon; Borehamwood; On-site; GBP 28,000 - 42,000; Full time

Job summary

IVF London is seeking a compassionate Patient Engagement & Conversion Executive to join our Business Development team in Borehamwood. This hands-on, telephone-led role owns prospective patient enquiries and guides them from initial contact to the appropriate next step in their fertility journey.

You will conduct structured follow-up, manage CRM stages, handle objections with empathy and ensure every viable lead has a defined next action.

Qualifications

• Experience managing inbound or warm leads through a multi-stage customer journey.
• Experience making regular outbound follow-up calls.
• Personal responsibility for booking, conversion, pipeline or revenue targets.
• Strong telephone communication and relationship-building skills.
• Confidence discussing price, value, timing and next steps sensitively.
• Ability to identify objections and agree an appropriate next action without applying pressure.
• Practical experience using a CRM or comparable case-management system.
• Strong organisation, attention to detail and follow-up discipline.
• Clear and professional written communication.
• Ability to work on-site in Borehamwood/Watford.
• Professional, empathetic and patient-centred approach.
• Fertility, reproductive health or private healthcare experience.
• Experience converting enquiries into paid consultations or appointments.
• Zoho CRM or Zoho Bookings experience.
• Experience handling sensitive or emotionally complex enquiries.
• Experience producing conversion or pipeline reports.
• Event, webinar or campaign follow-up experience.
• Additional languages relevant to IVF London’s patient population.

Responsibilities

• Responding promptly and sensitively to new patient enquiries.
• Making structured outbound follow-up calls every working day.
• Managing assigned leads from enquiry through Mini Consultation, Initial Consultation and the agreed next step.
• Converting completed Mini Consultations into Initial Consultation bookings.
• Following up patients after their Initial Consultation in coordination with clinical and Patient Coordination teams.
• Understanding and addressing non-clinical barriers such as cost, timing, anxiety, partner readiness, travel and comparison with other clinics.
• Maintaining accurate CRM stages, call outcomes, objections, tasks, next actions and follow-up dates.
• Ensuring that no viable lead is left without an appropriate next action.
• Supporting patient information evenings, webinars, open days and event follow-up.
• Producing accurate weekly conversion and pipeline reports.
• Supporting and contributing to IVF London’s weekly conversion meeting.
• Identifying patterns in lost leads, patient feedback and conversion barriers.
• Working closely with the Head of Business Development, Head of Operations, Patient Coordinators and clinical teams.

Skills

Lead management

CRM experience

Outbound calls

Communication

Sales conversion

Multi-stage journey

Private healthcare experience

Tools

Zoho CRM

Zoho Bookings

Job description

IVF London is seeking a compassionate Patient Engagement & Conversion Executive to join our Business Development team in Borehamwood. This hands-on, telephone-led role owns prospective patient enquiries and guides them from initial contact to the appropriate next step in their fertility journey.

You will conduct structured follow-up, manage CRM stages, handle objections with empathy and ensure every viable lead has a defined next action.