Patient Care Coordinator

London Egg Bank; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

32 days annual leave including bankhol

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

Job summary

JD Healthcare Group is seeking a Patient Care Coordinator to manage the patient journey from initial enquiry through to treatment completion, ensuring all processes align with UK regulations and company procedures. You will support clinicians and nurses in coordinating IVF cycles and donor egg plans, including international patients, to deliver a seamless, patient-centred experience.

Under clinician direction, you will perform delegated clinical support tasks alongside essential administration,

Qualifications

• Excellent communication with a professional, friendly approach.
• Demonstrates ambassadorial conduct in client-facing roles.
• Keeps calm and composed in stressful situations.
• Strong interpersonal skills and teamwork.
• Proficient in Word, Excel, Outlook and related tools.
• Solid customer service understanding and delivery.
• Maintains confidentiality at all times.

Responsibilities

• Serve as the primary point of contact for patients and provide compassionate, patient-centred support.
• Coordinate patient pathways from initial consultation to treatment completion.
• Advise patients on IVF and donor egg options, costs and programme requirements.
• Schedule appointments, investigations, scans and procedures with accurate records.
• Communicate with clinicians, nurses and laboratories to coordinate plans.
• Monitor progress, maintain treatment databases and follow up with patients.
• Ensure documentation, consents and records are compliant and accurate.
• Provide information on treatment fees and oversee patient payments when needed.
• Deliver timely reminders and proactive communications to support adherence.
• Support patient information events and engagement initiatives.
• Contribute to the smooth operation of fertility and donor programmes.

Skills

Communication skills

Ambassadorial skills

Calm under pressure

Interpersonal skills

MS Office

Customer service

Confidentiality

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 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.