Donor Quality Coordinator

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

The Donor Quality Coordinator plays a key role in supporting applicants and quality through all stages of the sperm donor programme, from initial enquiry and screening to the final stages of donation and profile publication. You are responsible for delivering a smooth, engaging, and compliant experience for all prospective donors, while helping to maintain the qualityand efficiency of the programme in line with HFEA regulations and London Sperm Bank SOPs. This role combines donor-facing coordination, mid-programme file review, data quality, and operational reporting -contributing to the daily functioning of the donor team and the broader goals of recruitment,retention, and quality assurance. You will work closely with clinical, coordination, and publishing teams, ensuring high standards of documentation, supporting process improvement, and helping to drive forward key performance metrics across the donor journey.

What You Will Do

• Act as a warm and professional first point of contact for donor applicants via phone, email, and in person.
• Support with enquiry management and pre-screening filtering of applicants.
• Schedule and reschedule timely appointments as needed, follow up with non-attenders, and maintain accurate oversight of donors’ progression and status within the programme.
• Conduct medical history (IC) consultations, registration, post-doctor, and quarantine appointments, ensuring accurate record keeping and follow-up.
• Provide support and cover for SA check-ins for patients, potential and regular donors, and promptly flagging, actioning, or escalating any issues or concerns in line with clinic protocols.
• Guide donors through each stage of their programme, with excellent communication and proactive support. Provide accurate and compliant information regarding legal, clinical, and genetic screening matters, escalating queries when needed.
• Liaise with the Clinical Coordinator, Geneticist, and Consultant to ensure smooth handoffs and progress through the screening journey.
• Review and sign off blood results with management ensuring timely onward coordination or clinical review.
• Accurately record all donor interactions and outcomes using Salesforce CRM and associated systems (IDEAS, EngagedMD, PRISM, iMatch etc.).
• Support recruitment campaign initiatives, ensuring steady intake and conversion of new applicants.
• File Review & Quality Assurance
• Conduct mid-programme and end-of-programme file reviews to ensure donor records are complete, accurate, and publication-ready.
• Perform donor registrations, updates and checks on PRISM (HFEA portal).
• Collaborate closely with the Donor Quality Technician to ensure smooth handovers to the publishing team and uphold high quality standards.
• Identify gaps, discrepancies, or bottlenecks in donor records and address these with relevant teams to prevent future issues.
• Participate in catalogue publishing preparation and final quality checks when needed.
• Maintain a strong working knowledge of the HFEA Code of Practice and ensure all activity is compliant with regulatory and clinical requirements.
• Process Improvement & Documentation
• Monitor and improve accuracy and completeness of data captured in Salesforce and iMatch, reducing redundancy and improving team efficiency.
• Contribute to SOPs, checklists, and training documents to ensure clarity and consistency across coordination and quality tasks.
• Use initiative to improve donor attendance and reduce drop-out rates.
• Provide regular feedback to the team and managers on trends and root causes affecting donor progression or file issues.
• Operational & Team Support
• Assist with KPI tracking, reporting, and team dashboards related to recruitment, appointments, and file outputs.
• Attend and contribute to team meetings and audits to share insights and maintain operational alignment.
• Support internal audits and HFEA compliance-readiness activities.
• Provide cross-coverage and training support to the coordination team where needed.

What We Are Looking For

Essential

• Previous experience in participant or donor recruitment, ideally within healthcare, research, or fertility settings.
• Demonstrated ability to manage relationships with empathy, professionalism, and attention to detail.
• Strong working knowledge of Microsoft Office, EMR and CRM tools (e.g., Salesforce)
• Exceptional organisational skills and a proactive approach to identifying and solving problems.
• Understanding of regulatory environments, SOP writing, and data compliance.
• Degree in life sciences, psychology, health studies, or related field.
• Engagement: Warm and confident communicator, able to build rapport quickly.
• Accuracy: Meticulous attention to detail in documentation and data entry.
• Initiative: Able to work independently, take action and suggest process improvements.
• Collaboration: A team player who thrives in multidisciplinary settings.
• Compliance: Comfortable interpreting and applying clinical protocols, regulations and SOPs.

Desirable

• Motivated to step into a first-line leadership role.
• Proactive and solutions-focused with a willingness to learn.
• Strong communication and interpersonal skills.
• Ability to balance hands-on tasks with emerging leadership responsibilities.
• Collaborative mindset with a focus on continuous
• improvement and donor experience.

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.