Head of Patient Experience & Onboarding

TFP Fertility Group; Long Eaton; On-site; GBP 70,000 - 110,000; Full time

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

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