Patient Care 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 Patient Care Coordinator is responsible for managing the patient journey from initial enquiry through to the completion of treatment, ensuring all processes are delivered in line with company procedures and relevant UK regulatory requirements. The role supports clinicians and nurses in the coordination of IVF cycles and fertility treatment plans, including those for international patients, helping to ensure a seamless and well-managed patient experience.

Working under the direction of clinicians, the post-holder may undertake a range of delegated clinical support activities, alongside essential patient administration duties, to facilitate the delivery of safe, effective and high-quality care. The Patient Care Coordinator plays a key role in providing compassionate, patient-centred support and is accountable for delivering an exceptional patient experience at every stage of the treatment journey.

What You Will Do

• Serve as the primary point of contact for patients, providing compassionate, patient-centred support throughout their fertility treatment journey.
• Coordinate patient pathways from initial consultation through to treatment completion, ensuring a seamless and positive patient experience.
• Support patients undergoing IVF and donor egg treatment programmes by providing information on treatment options, processes, risks, success rates, costs and programme requirements.
• Schedule appointments, investigations, scans and treatment procedures, ensuring accurate records are maintained on relevant systems.
• Liaise effectively with clinicians, nurses, laboratories and other patient-facing departments to coordinate treatment plans and communicate clinical instructions and results.
• Monitor patient progress, maintain treatment databases and follow up with patients to support engagement and treatment conversion.
• Ensure all patient documentation, consents and records are accurate, complete and compliant with regulatory and company requirements.
• Provide accurate information regarding treatment fees and oversee patient payment processes as required.
• Deliver timely reminders and proactive communications at key stages of the patient journey to support adherence to treatment plans.
• Participate in patient information events, seminars and marketing initiatives to support patient engagement and service development.
• Contribute to the smooth operation of fertility and donor programmes, including administrative and operational support activities.

What We Are Looking For

Essential

• Strong communication skills with professional yet friendly etiquette providing the utmost customer care.
• Aware of and implement the ambassadorial aspect of the post.
• Ability to remain calm and respond appropriately to all stressful situations.
• Excellent interpersonal skills.
• Computer literate in Microsoft Office packages e.g. Word, Excel, Outlook and Explorer.
• A good understanding of customer services.
• Confidentiality.

Desirable

• Aware of HFEA legislation regarding donation of gametes.
• Working knowledge of HFEA Act and Code of Practice.
• Aware of social media tools that can be used to enhance patient recruitment.

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.