Patient Coordinator (Maternity Cover)

About Us: 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.

Job Description: The Patient Coordinator is responsible for supporting new patients through their treatment journey, from enquiries to initial consultation and through to treatment completion for a fixed term period of 1 year. They are the service and care provider for each new patient. They are accountable for championing the delivery of the core values of IVI RMA delivering service excellence, achieving targets and KPIs and positive management of the entire patient journey. As a key first point of contact, you will ensure every interaction is welcoming, professional and aligned with our high standards of care. You will play an important role in supporting the patient journey and assisting the clinical teams, while maintaining effective communication across the wider multidisciplinary group.

Key Responsibilities

• Develop a strong understanding of the clinic’s services to support sensitive and accurate communication with patients.
• Welcome all patients, visitors, and contractors to the clinic, ensuring a warm, professional, and reassuring experience.
• Provide treatment quotations and clear explanations of associated costs, ensuring patients understand their options and feel confident in their next steps.
• Support patients throughout their journey from first enquiry to follow-up helping them feel informed, supported, and cared for at every stage.
• Manage visitor check-in, issue passes, and maintain accurate records in line with safety and security procedures.
• Keep reception and waiting areas clean, well-presented, and fully stocked creating a calm and comfortable environment.
• Provide up-to-date and accurate information in person and by phone to patients, prospective patients, and healthcare professionals.
• Escalate clinical queries where appropriate.
• Process payments and, where needed, follow up on outstanding balances in line with clinic policy.
• Assist the wider team with administrative tasks such as producing letters, reports, and posters.
• Update patient case notes and electronic records with care and accuracy, safeguarding confidentiality at all times.
• Maintain the integrity of the clinic's patient database — checking details, producing labels, and correcting records where necessary.
• Manage appointment changes when requested by patients or staff, ensuring schedules are updated correctly.
• Support the team during patient-facing events such as open evenings.
• Open and distribute daily post in a timely and secure manner.
• Maintain focus and attention to detail while working with sensitive data, even under pressure.
• Take accountability for your own performance and personal development, including appraisals and goal setting.
• Complete all mandatory training and ensure records (e.g. fire safety, workstation assessment) are kept up to date.
• Uphold patient confidentiality in accordance with HFEA regulations, GDPR, and clinic policies.
• Follow all data security protocols, including the safe handling of sensitive information and access to systems.