Patient Onboarding Officer

London Egg Bank; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual leave 32 days

Life assurance

Pension plan

Nursery scheme

Gym discounts

Staff discounts

EV Car Scheme

Cycle to Work

Perkbox

Wellbeing programmes

Learning & development

Job summary

London Egg Bank is seeking a dedicated Patient Onboarding Officer to guide potential recipients from first enquiry through to treatment commencement. You will own the onboarding journey, manage relationships, and ensure a compassionate, patient-centered experience.

In this role you will educate patients about the donor egg process, coordinate appointments, handle pricing matters, maintain records, and collaborate with clinical teams to deliver timely, high-quality care.

Qualifications

• Strong customer service or patient-facing coordination experience.
• Target-driven and commercially minded with organised workload management.
• Empathetic and capable of handling sensitive conversations.
• Comfortable communicating with patients via phone, video, and in person.
• Proficient with Microsoft Office and patient management systems.

Responsibilities

• Serve as primary contact for prospective egg recipients from enquiry to treatment commencement.
• Educate patients on the donor egg programme, risks, success rates, costs, and stimulation protocols.
• Provide pricing information and support patients through financial aspects.
• Coordinate patient requirements across appointments, consents, tests, and IDEAS bookings.
• Track onboarding progress and analyze reasons patients do not progress.
• Maintain proactive communication with timely reminders and updates.
• Collaborate with clinical teams to ensure smooth patient flow and clear instructions.
• Maintain accurate patient records across systems.
• Oversee payments and financial administration for onboarding.
• Participate in recruitment events, seminars and marketing initiatives.

Skills

Customer service

Sales experience

Patient-facing coordination

Communication

Organised and proactive

Empathy

Tools

Microsoft Office

Patient management systems

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

As Patient Onboarding Officer at London Egg Bank, you will play a direct role in one of the most meaningful challenges in fertility care - ensuring that individuals and couples who could benefit from donor egg treatment are supported into the care they need. Every year, demand for donor eggs outstrips supply, meaning thousands of patients miss out - and the quality of the onboarding journey is one of the most significant factors in whether they proceed. This is a commercially minded, patient-centred role where you will take full ownership of the recipient onboarding journey - from first enquiry through to treatment commencement - managing relationships, educating patients about the donor egg process, coordinating clinical requirements and working closely with the wider LEB team to deliver a seamless, compassionate and high-quality experience. If you are driven, empathetic and thrive in a target-oriented environment, this is an outstanding opportunity to make a real difference.

What You Will Do

• Act as the primary point of contact for prospective egg recipients - responding to enquiries by telephone, video call and face-to-face, and guiding patients from initial contact through to treatment commencement
• Educate patients about the donor egg programme - including risks, success rates, financial costs, stimulation protocols and embryo transfer - and assist with donor selection
• Provide accurate pricing information and support patients through the financial aspects of their treatment
• Coordinate patient requirements throughout the treatment journey - including scheduling consultations, booking appointments on IDEAS, obtaining consents and ensuring completion of programme requirements such as blood tests and scans
• Track patient progress through the onboarding pipeline, maintaining conversion data and identifying reasons patients do not progress to treatment
• Develop and maintain a proactive communication system that reduces the need for patients to chase - ensuring timely reminders, updates and support at every stage
• Work collaboratively with clinical, nursing and embryology teams to ensure smooth patient flow and accurate communication of clinical instructions and results
• Maintain accurate and up-to-date patient records across all relevant systems
• Oversee patient payments and financial administration relating to the onboarding process
• Attend and contribute to recruitment events, seminars and marketing initiatives as required

What We Are Looking For

Essential

• Strong customer service, sales or patient-facing coordination experience with an excellent interpersonal and communication style
• Self-motivated, target-driven and commercially minded with a proactive and organised approach to workload
• Empathetic and compassionate - able to handle sensitive conversations with professionalism and care
• Comfortable communicating with patients across telephone, video and face-to-face channels
• Computer literate including Microsoft Office and ideally experience with patient management systems
• Mature, professional approach with the resilience to work in a fast-paced, emotionally demanding environment

Desirable

• Background in recruitment, sales, healthcare coordination or a patient-facing role
• Experience working in a fertility, reproductive health or private healthcare setting
• Familiarity with HFEA guidelines and the donor egg treatment pathway
• Proficiency in an additional language - an advantage given the diverse LEB patient population

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.