Head of New Patient Experience

TFP Fertility Group

Long Eaton

On-site

GBP 70,000 - 110,000

Full time

41 hours ago

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Benefits offered by this job

Dual contribution pension scheme

27 days + bank holidays pro rata

Job summary

TFP Nurture Fertility in Nottingham is seeking a Head of New Patient Experience to lead the Patient Contact Centre and Typing Service, delivering compassionate patient interactions while driving commercial and operational outcomes. The role acts as the voice of the patient to Marketing, Sales and leadership, ensuring trust remains central as the business grows.

You will oversee quality, staff development, and KPI performance, shaping onboarding journeys and cross-functional collaboration to

Qualifications

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

Responsibilities

Lead the Patient Contact Centre and Typing Service to deliver compassionate, high-performing experiences.
Define and uphold quality standards for all patient interactions (calls, emails, digital responses).
Own and optimise KPIs such as speed to answer, conversion, call quality and turnaround times.
Collaborate with marketing and commercial teams to reflect patient voice in campaigns and messaging.
Design and refine the enquiry and onboarding journey for patients.
Ensure clear, warm handovers from central teams to clinics and maintain patient-centred service.

Skills

Senior leadership

KPIs & performance

Healthcare environment

People leadership

Job description

Job Description

At TFP, we set the standard for trusted fertility care. We aim to be the team that fertility patients trust the most and colleagues are proud to be part of. We make families by being there for the moments that matter, shaping care around real lives with expertise, kindness and ownership.

Job Description

The Role

We are a fast-growing international fertility group committed to exceptional patient care, clinical excellence and market-leading outcomes. Our ambition is to double the size of the business from its current 10 full-service clinics, across two countries, in the next five years, through a combination of organic and inorganic growth, digital enablement and operational excellence.

The Head of New Patient Experience is accountable for delivering an exceptional, compassionate, and high-performing patient experience from first enquiry through to clinic onboarding. This role leads the end-to-end operation of the Patient Contact Centre and Typing Service, ensuring that every interaction reflects TFP’s values while achieving strong commercial and operational outcomes. Crucially, this role acts as the voice of the patient into the commercial engine of the business: providing structured feedback to Marketing, Sales and the wider leadership team on how campaigns, tone, and messages are landing in real patient conversations.

The role exists to ensure that growth never comes at the expense of trust, and that patient experience and conversion excellence move forward together.

The Location

Nurture Fertility was established in 1991 and due to the passion, expertise and reputation of our team, has grown into a leading fertility clinic. Providing treatment to both NHS and private patients. Conveniently located on the outskirts of Nottingham, adjacent to junction 25 of the M1, there is ample free parking for staff and patients at the front of the building.

Key Responsibilities

Patient Contact Centre Leadership

Own the day-to-day performance of the Patient Contact Centre, ensuring:
Consistently high-quality, empathetic patient interactions
Strong enquiry handling, follow-up and conversion performance
Reliable coverage, responsiveness, and service levels
Create a culture where the team sees itself as guides and advocates, not just call handlers.
Translate TFP values into observable behaviours in patient conversations.

Quality, Standards & Patient Experience

Define and uphold quality standards for all patient interactions (calls, emails, digital responses).
Oversee call auditing, coaching and continuous improvement programmes.
Balance soft skills and emotional intelligence with clarity, accuracy, and confidence in information provided.
Use patient feedback, call insights and complaints data to drive tangible improvements.

KPI Ownership & Performance Management

Own and optimise key operational and commercial KPIs, including:
Speed to answer / responsiveness
Conversion from enquiry to first consultation
Call quality scores
Abandoned call rates
Documentation turnaround times
Ensure KPIs are used as learning tools, not just control mechanisms.
Provide clear, insightful reporting to the Sales & Marketing Director and leadership team.

Typing Service Management

Lead and develop the Typing service to ensure:
Accuracy, timeliness and consistency
Strong support for clinics and clinicians
Clear prioritisation aligned with patient and clinical need
Continuously improve workflows between call centre, typing teams and clinics.

Patient Enquiry & Onboarding Journey Design

Own and continuously refine the enquiry and onboarding stage of the patient journey.

Ensure Handover From Central Teams To Clinics Is

Clear
Warm
Well-informed
Patient-centred
Work closely with Operations, GMs and Patient Support Managers to ensure expectations set centrally are delivered locally.

Marketing Feedback & Balance Role

Act as a trusted counterbalance to Marketing by:
Feeding back how campaigns, language and promises are experienced in real patient conversations
Highlighting risks, misunderstandings or unintended consequences early
Sharing insight on patient objections, hesitations and emotional drivers
Work collaboratively with Marketing to improve tone, messaging and conversion—without compromising trust.
Ensure patient reality informs commercial decision‑making.

Team Leadership & Capability Building

Build a confident, resilient leadership layer within the Patient Contact & Typing teams.
Develop training pathways that support:
Emotional resilience
Patient-centered communication
Commercial awareness
Career progression
Role-model calm, ownership and compassion under pressure.

Job Requirements

Essential Experience

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
Healthcare or regulated service environment

Key Attributes