Patient Care Coordinator

JD Healthcare Group; City Of London; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

32 days annual leave

Life assurance

Pension plan

Workplace Nursery

MyGym discounts

Staff treatment discounts

EV Car Scheme

Cycle2Work

Perkbox benefits platform

Health and wellness programmes

Ongoing learning and development

Job summary

JD Healthcare Group is seeking a Patient Care Coordinator to manage the patient journey from initial enquiry through to completion of treatment, ensuring processes align with UK regulations and company procedures. The role supports clinicians and nurses in coordinating IVF cycles and fertility treatment plans, including international patients, to deliver a seamless and well-managed patient experience.

Working under clinicians, the post-holder may undertake delegated clinical support activities

Qualifications

• Excellent communication and customer service, with professional etiquette.
• Ambassadorial representation of the post.
• Ability to stay calm in stressful situations.
• Excellent interpersonal skills.
• Proficient in Microsoft Office (Word/Excel/Outlook/Explorer).
• Confidential handling of information.
• Understanding of customer services.
• Awareness of HFEA legislation and practice is desirable.
• Knowledge of HFEA Act and Code of Practice is desirable.
• Awareness of social media tools for recruitment is desirable.

Responsibilities

• Serve as the primary point of contact for patients with compassionate, patient‑centred support.
• Coordinate patient pathways from initial consultation through treatment completion.
• Provide information on treatment options, risks, costs and programme requirements.
• Schedule appointments, investigations, scans and procedures with accurate records.
• Coordinate with clinicians, nurses, laboratories and other departments.
• Monitor progress, maintain treatment databases and follow up with patients.
• Ensure documentation, consents and records are compliant and complete.
• Provide information regarding treatment fees and oversee payment processes.
• Deliver timely reminders and proactive communications at key stages.
• Participate in information events and marketing initiatives.
• Contribute to smooth operation of fertility and donor programmes.

Skills

Communication skills

Ambassadorial mindset

Calm under pressure

Interpersonal skills

MS Office

Customer service

Confidentiality

Tools

MS Office

Job description

About Us

JD Healthcare Group is one of the UK's leading fertility and reproductive healthcare providers, operating brands including London Women's Clinic, London Egg Bank, London Sperm Bank, KindIVF, Surrey Park Women's Clinic and Elective Egg Freezing across the United Kingdom. Since 1985, we have been supporting individuals and families through some of the most significant journeys of their lives — combining world-class clinical expertise with genuine human care. Everything we do is driven by a shared purpose: helping people build the families they dream of.

About the Role

The Patient Care Coordinator is responsible for managing the patient journey from initial enquiry through to the completion of treatment, ensuring all processes are delivered in line with company procedures and relevant UK regulatory requirements. The role supports clinicians and nurses in the coordination of IVF cycles and fertility treatment plans, including those for international patients, helping to ensure a seamless and well-managed patient experience.

Working under the direction of clinicians, the post-holder may undertake a range of delegated clinical support activities, alongside essential patient administration duties, to facilitate the delivery of safe, effective and high-quality care. The Patient Care Coordinator plays a key role in providing compassionate, patient-centred support and is accountable for delivering an exceptional patient experience at every stage of the treatment journey.

What You Will Do

• Serve as the primary point of contact for patients, providing compassionate, patient-centred support throughout their fertility treatment journey.

• Coordinate patient pathways from initial consultation through to treatment completion, ensuring a seamless and positive patient experience.

• Support patients undergoing IVF and donor egg treatment programmes by providing information on treatment options, processes, risks, success rates, costs and programme requirements.

• Schedule appointments, investigations, scans and treatment procedures, ensuring accurate records are maintained on relevant systems.

• Liaise effectively with clinicians, nurses, laboratories and other patient-facing departments to coordinate treatment plans and communicate clinical instructions and results.

• Monitor patient progress, maintain treatment databases and follow up with patients to support engagement and treatment conversion.

• Ensure all patient documentation, consents and records are accurate, complete and compliant with regulatory and company requirements.

• Provide accurate information regarding treatment fees and oversee patient payment processes as required.

• Deliver timely reminders and proactive communications at key stages of the patient journey to support adherence to treatment plans.

• Participate in patient information events, seminars and marketing initiatives to support patient engagement and service development.

• Contribute to the smooth operation of fertility and donor programmes, including administrative and operational support activities.

What We Are Looking For

Essential

• Strong communicationskills with professional yet friendly etiquette providing the utmost customer care.

• Aware of and implement the ambassadorial aspect of the post.

• Ability to remain calm and respond appropriately to all stressful situations.

• Excellent interpersonal skills.

• Computer literate in Microsoft Office packages e.g. Word, Excel,Outlookand Explorer.

• A good understanding of customer services.

• Confidentiality.

Desirable

• Aware of HFEA legislation regarding donation of gametes.

• Working knowledge of HFEA Act and Code of Practice.

• Aware of social media tools that can be used to enhance patient recruitment.

What We Offer

• 32 days annual leave including bank holidays

• Life assurance

• Pension plan

• Workplace Nursery Scheme

• MyGym discounts

• Staff treatment discounts

• EV Car Scheme and Cycle2Work

• Perkbox benefits platform

• Health and wellness programmes

• Ongoing learning and development opportunities

Equal Opportunities

JD Healthcare is an Equal Opportunities employer. We are committed to diversity and inclusion and encourage applications from all backgrounds.