Patient Onboarding Officer

JD Healthcare Group; Greater London; On-site; GBP 26,000 - 34,000; 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

Job summary

JD Healthcare Group, London Egg Bank, seeks a Patient Onboarding Officer to guide recipient patients from first enquiry through to treatment commencement with empathy and accuracy.

You will coordinate appointments, educate on donor egg pathways, and manage pricing and financial aspects within a fast-paced, patient-focused team. Aiming to improve the onboarding journey, you’ll collaborate across clinical and support teams in a high-quality fertility care setting.

Qualifications

• Strong customer service, sales or patient-facing coordination experience
• Self-motivated, target-driven and commercially minded
• Empathetic and able to handle sensitive conversations
• Comfortable communicating across telephone, video and face-to-face channels
• Proficient with Microsoft Office and patient management systems
• Mature, professional approach in a fast-paced environment

Responsibilities

• Act as the primary point of contact for prospective egg recipients across phone, video and face-to-face interactions.
• Educate patients about the donor egg programme, risks, success rates, costs and stimulation protocols.
• Provide accurate pricing information and assist with financial aspects of treatment.
• Coordinate patient requirements across the treatment journey, including bookings and consents.
• Track patient progress and maintain conversion data throughout onboarding.
• Develop proactive communication to provide timely reminders and updates at every stage.
• Collaborate with clinical, nursing and embryology teams to ensure smooth patient flow.
• Maintain up-to-date patient records across systems.
• Oversee patient payments and financial administration related to onboarding.
• Attend recruitment events and marketing initiatives as required.

Skills

Customer service

Sales experience

Patient-facing coordination

Interpersonal communication

Microsoft Office

Patient management systems

Tools

Microsoft Office

Patient management system

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