IVI UK
Patient Coordinator
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About Us
IVI London is part of one of the world’s leading fertility groups, providing advanced reproductive healthcare and personalised support to patients throughout their fertility journey.
Our clinic brings together experienced fertility specialists, embryologists, nurses and patient-support teams to deliver a full range of treatments, including IVF, IUI, ICSI, fertility preservation and reproductive genetics.
We understand that fertility treatment can feel emotional and overwhelming. Our aim is to make every patient feel informed, supported and genuinely cared for from their first conversation with us.
Role Objective
We’re looking for a warm, organised and professional Patient Coordinator to join our clinic team in Wimpole Street, London.
This is an important front-facing role, and you’ll often be one of the first people patients speak to or meet when they contact the clinic.
You’ll support patients from their initial enquiry through to consultation and treatment, helping them understand the next steps, coordinating appointments and making sure they receive clear and accurate information.
Working closely with our clinical and administrative teams, you’ll help keep each patient’s journey running smoothly while providing the reassuring and personal service that patients should expect from IVI.
Duties and Responsibilities
- Welcome patients and visitors to the clinic in a friendly and professional manner
- Respond to patient enquiries by telephone, email and in person
- Support new patients from their first enquiry through to consultation and treatment
- Explain the clinic’s services, patient pathways and available appointments clearly
- Coordinate consultations, scans, procedures and follow-up appointments
- Provide accurate information about treatment costs, packages and payment arrangements
- Process payments and issue receipts in line with clinic procedures
- Maintain accurate and confidential patient records
- Update patient information across relevant clinic systems
- Make sure patients receive the correct documentation and information before appointments
- Liaise with doctors, nurses, embryologists and other clinic colleagues
- Respond to patient questions and ensure clinical queries are passed to the appropriate team
- Support changes, cancellations and rescheduling of appointments
- Follow up with patients where additional information or action is needed
- Help maintain a calm, organised and welcoming reception environment
- Support the smooth running of daily clinic activity
- Assist with patient events, open evenings and other clinic activities
- Handle sensitive patient information with discretion and confidentiality
- Follow clinic policies relating to data protection, patient privacy and information governance
- Support colleagues across the wider patient-coordination and administrative teams when required
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Skills and Experience
We’re looking for someone with strong customer service experience and a genuine interest in supporting people.
You’ll be comfortable speaking with patients across telephone, email and face-to-face conversations, including when they may be feeling anxious, disappointed or uncertain. You’ll need to be organised, accurate and able to manage several priorities without losing the personal touch.
Experience in fertility or healthcare would be helpful, but it isn’t essential. What matters most is your approach, your communication skills and your ability to make patients feel listened to and supported.
Required Skills
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- Strong customer service skills
- Clear and confident verbal and written communication
- Ability to build rapport with patients
- A calm, patient and empathetic approach
- Strong organisation and attention to detail
- Ability to manage a busy appointment schedule
- Confidence handling telephone and email enquiries
- Ability to explain information clearly
- Good general IT and administrative skills
- Experience maintaining accurate records
- Ability to handle payments and financial information accurately
- Understanding of confidentiality and data protection
- Ability to work collaboratively as part of a multidisciplinary team
- Professionalism when handling sensitive or emotional conversations
Preferred Experience
- Previous experience in a patient coordinator, medical receptionist or healthcare administration role
- Experience working within a private healthcare environment
- Experience managing appointment bookings
- Experience discussing costs and taking patient payments
- Experience using electronic patient-record or clinic-management systems
- Previous experience supporting people through sensitive or personal circumstances
Personal Qualities
We’re looking for someone who is:
- Warm, welcoming and approachable
- Calm and reassuring
- Professional and discreet
- Organised and dependable
- Comfortable working in a busy clinic
- Confident communicating with different people
- Sensitive to the emotional needs of patients
- Willing to support colleagues and work as part of a team
- Committed to giving patients a positive experience
This is a rewarding opportunity to join a supportive clinic team and play an important part in helping patients feel informed, reassured and cared for throughout their fertility journey.
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