Patient Engagement Officer

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

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

Every year, thousands of individuals and couples who could benefit from donor egg treatment are unable to access it — not because the treatment isn’t available, but because the pathway isn’t clear enough. As Patient Onboarding Officer at London Egg Bank, you will change that. This is a commercially minded, patient‑centred role where you will take full ownership of the patient onboarding journey — attracting, engaging and retaining prospective egg recipients and ensuring as many as possible are supported into treatment. You will be the first human connection many patients have with LEB, and the quality of that connection matters enormously. If you are ambitious, empathetic and thrive in a target‑driven environment, this is an outstanding opportunity to make a real difference. Full‑time, on‑site role based at our London Bridge office.

What You Will Do

• 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

What We Are Looking For

Essential

• Excellent interpersonal and communication skills — warm, empathetic and confident across telephone, video and face‑to‑face channels
• Self‑motivated, target‑driven and commercially minded with a genuine passion for delivering an outstanding patient or customer experience
• Strong organisational skills with the ability 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 deeply rewarding role

Desirable

• Background in recruitment, sales, healthcare coordination or a patient/customer‑facing role
• Experience working in a fertility, private healthcare or clinical setting
• Familiarity with HFEA guidelines and donor egg treatment pathways
• Proficiency in an additional language — particularly useful given the diverse LEB patient population

What We Offer

• Monthly performance bonus: £300 — £500 depending on target level reached
• 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.