Client Services Operations

Overview

Fertifa is Europe’s most comprehensive provider of reproductive, hormonal, and sexual health as well as neurodiversity benefits. Our mission is to make reproductive health accessible for all individuals, regardless of gender, sexual orientation, age, or relationship status. We have a long-standing legacy of providing reproductive health and neurodiversity clinical advice in the UK and Europe to Enterprise and SMEs alike. Today, our services extend across menopause, women’s and men’s reproductive health, family forming and neurodiversity offering clinical and wellbeing support, educational resources, and financial assistance—all through our Fertifa app. After acquiring Juniper Reproductive Health and a seed funding round in May 2023, we are now entering an exciting phase of growth. As we scale, we’re building a team of mission-driven, high-performing individuals passionate about transforming employer-funded healthcare.

The next step in our journey? We’re looking for a Client Services Operations person to join the team.

About the role

We are looking for a highly organised team player who is passionate about our mission of making reproductive healthcare better and more financially accessible to everyone.

The primary purpose of the role is to take ownership of our reimbursement administration function at the heart of our Client Services team at Fertifa. This means ensuring the compliance and accuracy of patients’ invoices and claims for eventual employer reimbursement or Fertifa Payment Plan suitability, including submission of payroll files to the clients that we work with.

Commitment to client satisfaction, quality patient interaction and facilitating trust through processes and effective communications will also enable future expansion of the role and responsibilities.

This is a highly collaborative role closely working with the Client Services and Clinical Care teams.

Who you are

• You have an undergraduate degree or two years’ full-time work experience in an operational, administrative, healthcare or customer-facing role.
• You are comfortable with straightforward financial reconciliations and spreadsheets (using Excel or Google Sheets), including data manipulation (e.g. Pivot Tables and graphs nice to haves).
• You have a logical approach to problem solving and can manage your time across multiple workstreams or projects.
• You have a very high attention to detail and take pride in your work to ensure minimal errors with deliverables.
• You have strong written communication and interpersonal skills and are comfortable representing Fertifa to our clients.
• You’re aware of and sensitive to cross functional team dynamics and dependencies and good at prioritising what will have the most impact at a specific time.
• You enjoy working with and collaborating across functional groups and strive to maximise client satisfaction in the work that you undertake.
• You have an interest in healthcare, wellbeing, reproductive health and increase equitable access to care.
• You care about using technology to streamline and simplify processes.

Desirable

• You have previous experience working in a high-growth start-up or scale-up.
• You have previous experience working in healthcare and with medical terms.

What your day-to-day looks like

• You’ll be vetting and scrutinising reimbursement claims from patients by ensuring consistency against medical treatment plans and standard clinical treatments.
• You’ll be representing the company (and reflecting key company values) by liaising with patients directly for follow-up detail, information and explanatory notes to assist with your diligence and compliance checks.
• You will be preparing accurate and timely statements for monthly payroll submissions to our corporate clients.
• You’ll be working very closely with other team members within the client services and clinical services teams to ensure compliance with clinical services and client reimbursement policies.
• You will liaise regularly (daily) with our clinical services team to substantiate claims, treatment plans and standard treatment cycles.
• You will have a keen interest in the company strategy and future direction/roadmap, supporting with feature requests and feedback for the Fertifa App to create an outstanding patient experience and improve the operational efficiency of the Client Services department.
• You will assist with onboarding new clients by preparing welcome packs and setting up their accounts in our systems.
• You will manage client data, including updating information and ensuring all records are current and accurate.
• You will support the Client Services team by preparing materials for quarterly business reviews (QBRs).
• You will monitor and track key performance indicators (KPIs) related to account health and client engagement, providing regular reports to the team.

What we offer

• Salary from £26,000 – £29,000 per annum depending on experience
• 25 days annual leave + bank holidays
• 3 additional wellbeing days
• A £1,000 learning budget post-probation
• Comprehensive healthcare cash plan
• Enhanced family-forming and reproductive health benefits
• Hybrid working model
• EMI share option scheme

Fertifa is an inclusive employer, welcoming applicants from all backgrounds. If you’re passionate about making a difference in people’s lives and thrive in a mission-driven workplace, we’d love to hear from you. Do let us know if you require any reasonable adjustments for an optimal interviewing process.

Application Process

• First round:
  • Initial screening call with Talent Team (30 mins) (virtual)
• Second round:
  • Competency based interview with Head of Client Services (40 mins) (in person)
  • Behavioural based interview with Client Services Team (40 mins) (in person)
• Final round:
  • Interview with Executive Director (20 mins)