Fertility Patient Onboarding Specialist

London Egg Bank; Greater London; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Monthly bonus

Annual leave 32 days

Life assurance

Pension plan

Nursery scheme

MyGym discounts

Staff discounts

EV Car Scheme

Perkbox

Wellness programmes

Learning & development

Job summary

London Egg Bank is seeking a Patient Onboarding Officer to own the patient onboarding journey from first contact through to treatment. You will engage prospective egg recipients with warmth, professionalism and clear information about the donor egg process.

The role is full-time and on-site at our London Bridge office, with a focus on delivering exceptional patient experiences in a target-driven environment.

Qualifications

• Excellent interpersonal and communication skills across telephone, video and face-to-face channels.
• Self-motivated, target-driven with a genuine passion for delivering an outstanding patient or customer experience.
• Strong organisational skills to manage multiple patient enquiries simultaneously, maintaining accuracy and responsiveness under pressure.
• Comfortable working in a fast-paced, goal-oriented environment with a positive, can-do attitude.
• Mature, professional approach with the resilience to thrive in a challenging but rewarding role.

Responsibilities

• Take full ownership of the patient onboarding process — managing enquiries, building relationships and guiding prospective egg recipients from first contact through to treatment commencement.
• Respond to patient database enquiries promptly and professionally via telephone, video call, face-to-face and written communication.
• Interview and educate prospective patients about the donor egg process, ensuring they feel informed, supported and confident in their decision to proceed.
• Manage the donor matching process, working collaboratively with clinical and embryology teams to ensure a smooth and well-coordinated patient experience.
• Work effectively with clinical departments to ensure patient care is delivered in line with HFEA guidelines and LEB protocols.
• Track and report on patient conversion activity, working to agreed monthly targets and contributing to the continued growth of the LEB patient base.
• Identify opportunities to improve the patient onboarding experience, contributing ideas and feedback to support service development.
• Represent London Egg Bank with professionalism, warmth and expertise at all times — in every patient interaction.

Skills

Interpersonal skills

Communication

Customer service

Organisational skills

Target-driven

Job description

London Egg Bank is seeking a Patient Onboarding Officer to own the patient onboarding journey from first contact through to treatment. You will engage prospective egg recipients with warmth, professionalism and clear information about the donor egg process.

The role is full-time and on-site at our London Bridge office, with a focus on delivering exceptional patient experiences in a target-driven environment.