Patient Care Executive

Location: The Fertility Partnership

Salary: £22,000-£27,000 Based on Experience

Benefits: TBC

Closing date: 02/03/2020

The Fertility Partnership

We are a group of national and international fertility clinics specializing in IVF. The largest provider in Northern Europe and proud to say that we have some of the highest success rates in Europe.

At the Fertility Partnership, we offer all our patients the care, understanding and expertise that help to bring dreams to life. We are passionate about what we do, which reflects our commitment to creating lives and changing lives. It is a commitment that exists in the UK and across Europe in all of our 19 clinics.
Science research and innovation are key to how we work and have led to us pioneering fertility treatment for more than 33 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success.

The Role

The purpose of this role is to follow up patient enquiries from initial contact until booking in a personalised, kind and human manner. The primary goals of the Patient Care Executive is to convert initial enquiries to attending a patient information event or initial consultation at one of The Fertility Partnership’s facilities. They should aim to reach their booking targets, whilst delivering outstanding patient care. Please note this role will be based in the TFP, Nottingham office located within Nurture Fertility.

Key Responsibilities

  • Answer phone, online chat and email enquiries
  • Guide patients through the booking process of initial consultants and fertility assessments
  • Send patient information leaflets as requested
  • Schedule follow up calls with patients
  • Talk patients through the fertility journey and what they can expect when undergoing treatment
  • Share success rates and prices for clinics with the patient
  • Follow up enquiries at 48 hours, 1 week, 1 month & 3 month or as required via telephone, text message and email
  • Complete internal customer relationship management (CRM) system
  • Develop and provide weekly reports on conversion rates
  • To book initial consultations and fertility assessments
  • Ensure seamless handover of care to clinic staff once a patient has booked their appointments
  • Ensure all patient queries are answered and liaise with clinic teams for those they cannot answer directly
  • Liaise with insurance companies to confirm authorisation of services for insured patients
  • Raise invoices to insurance services for completed consultations
  • Register patients on IDEAS (patient administration system) and patient portal
  • To invoice patients for consultations fees and collect payment
  • To update all records on the patient database as appropriate
  • Ensure a personalised approach to patient communication
  • Complete check in calls with patients 24 hours after initial consultation appointments/ patient information events to enquire if they have any further questions and to seek feedback
  • Ensure seamless handover of care to clinic staff once a patient has booked their appointments
  • To hit monthly targets of booking and conversions of enquiries

Qualifications and experience


  • Educated to undergraduate degree level or equivalent evidenced experience
  • Minimum two years’ experience working in a customer facing role
  • Sales experience ideally in selling consumer services
  • Skills & competencies normally associated with relevant administration experience.
  • Proficient knowledge and experience of Microsoft Office Packages
  • Excellent oral and written communication skills and manner
  • Ability to communicate effectively with patients over the telephone and via email
  • Excellent time management skills
  • Calm under pressure
  • Ability to work to deadlines
  • Commitment to delivering a high-quality service.
  • Good problem solving skills
  • Excellent organization skills
  • Excellent and compassionate customer service skills
  • A self-starter
  • Flexible and self-motivated
  • High level of resilience
  • Right to work in the UK
  • Satisfactory references


  • Formal business qualification or equivalent evidenced experience
  • Experience in fertility and/or healthcare setting


Please note first round telephone interviews are expected to take place on the 11th of March 2020

If you’d like to apply please email your CV and a cover letter highlighting relevant skills to

Call us on 0808 196 1942 |Or message us

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