Patient Support Executive

Company Overview

We are part of a leading international group of fertility specialists, including CREATE Fertility and IVI London, providing world-class reproductive healthcare across the UK. Our clinics are at the forefront of innovation, offering Natural and Mild IVF meaning, gentler, safer approaches that use little to no fertility medication alongside a full range of advanced treatments, including IVF, IUI, ICSI and fertility preservation. Together, we are committed to evidence-based treatments, cutting-edge technology and personalised, patient-focused care helping to give every patient the best possible chance of success.

The Role

The Patient Support Executive will be a vital member of our new enquiries team based in London, Farringdon tasked with delivering exceptional service to new prospects through inbound calls, web enquiries, live chat and social media. This role involves utilising a comprehensive understanding of our products and services to guide potential patients, promote relevant treatments and convert enquiries into appointments.

Duties and Objectives

• Efficiently manage new enquiries, ensuring a professional and first-class service
• Offer accurate information, support, and guidance on CREATE’s range of services and treatments
• Proactively manage sales by service to achieve internal conversion targets
• Respond promptly and clearly to patient requests via email, live chat and website
• Schedule and confirm new patient appointments
• Build strong relationships and rapport with potential patients
• Handle financial transactions, including creating statements, processing payments and managing refunds
• Maintain confidentiality and discretion in all patient interactions
• Provide emotional support and empathy in sensitive situations
• Comply with CREATE’s policies, the Data Protection Act, and HFEA regulations
• Work effectively as part of a team and independently
• Coordinate with clinic managers to ensure the availability of appointments

KPIs / Key Results

• Achieving conversion targets for patient enquiries to appointments.
• Maintaining high levels of patient confidentiality and data protection compliance.
• Meeting and exceeding set KPIs for patient engagement and satisfaction.
• Ensuring accurate and timely communication with patients.

Skills

• Collaborative and Initiative-Taking: Ability to work well within a team and also independently take the initiative
• Excellent Communication: Proficient in verbal and written communication, with a confident and clear speaking manner
• Typing Skills: Competent typing skills for managing online enquiries
• Friendly and Compassionate Personality: Warm and empathetic approach to patient interactions
• Strong Organisational Skills: Ability to manage multiple tasks efficiently and keep all patient-related activities well-organised
• Empathy: Capability to handle challenging and sensitive situations with maturity and understanding
• Active Listening: Patient and attentive listener who can accurately understand and address patient needs
• Pressure Handling: Ability to perform effectively under pressure and maintain composure
• Stakeholder Interaction: Comfortable interacting with various levels of stakeholders, including clinic managers and healthcare professionals
• Commitment to Confidentiality: Adherence to patient confidentiality and privacy standard

Experience / Personal Specification

• Work quickly to address and resolve patient issues
• Intuitive to patient needs with clear and concise communication skills
• Strong communication, interpersonal skills and the ability to build and maintain relationships
• A background in customer service or sales is a plus
• Must understand customer relationship management (CRM)
• Strategic thinker and ability to analyze and solve problems quickly
• Ability to work well across multiple teams
• Attentive to detail and organised
• Must be self-motivated, flexible and able to manage several tasks at one time

Essential

• Ability to work collaboratively and take initiative individually
• Excellent communication and typing skills, with a clear and confident speaking manner
• Friendly, caring, and compassionate personality
• Strong organisational and time management skills
• Maturity to handle challenging situations with empathy and positivity
• Proactive and motivated by targets
• Patient and attentive listener, with an understanding of customer needs
• Ability to work under pressure and interact with stakeholders at all levels
• Commitment to patient confidentiality

Desirable

• Experience in healthcare or luxury customer service
• Experience in outbound sales within a high-end environment (non-cold calling)
• Flexible, approachable and enthusiastic demeanour
• Strong interpersonal skills and attention to detail
• Willingness to learn and adapt