JD Healthcare
Treatment Coordinator
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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
As Treatment Coordinator for our Elective Egg Freezing programme at London Women's Clinic, you will be the primary point of contact for individuals exploring and undergoing egg freezing treatment — guiding them from initial enquiry through to treatment completion and aftercare. This is a commercially minded, patient-centred role where exceptional customer service, genuine empathy and a proactive approach to patient conversion and retention are at the heart of everything you do. You will work closely with clinical, nursing, embryology and administrative teams to ensure every customer receives an outstanding, seamless and compassionate experience. If you are driven, organised and passionate about making a meaningful difference in people's lives, we would love to hear from you.
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What You Will Do
- Act as the primary point of contact throughout the customer journey — from first enquiry through to treatment completion and aftercare — providing timely, accurate and compassionate support at every stage
- Clearly explain the egg freezing treatment process, fees and payment options to customers, helping them make informed decisions with confidence
- Maximise conversions to treatment by proactively monitoring customer progress, identifying barriers and working closely with clinical and managerial colleagues to improve the customer experience
- Collect, maintain and update customer information accurately across all relevant databases in line with regulatory requirements
- Meet and exceed agreed goals and Key Performance Indicators — taking ownership of individual performance and contributing to team targets
- Act as a knowledgeable ambassador for the Elective Egg Freezing programme — educating and informing enquirers about treatment options and opportunities
- Attend and participate in recruitment events, seminars and marketing initiatives as required
- Identify and suggest improvements to the customer journey, sharing new ideas and contributing to service development and continuous improvement
What We Are Looking For
Essential
- Demonstrated experience in a customer service, sales or patient-facing coordination role
- Excellent written and verbal communication skills with a warm, empathetic and professional approach
- Strong ability to explain complex information clearly and confidently — including treatment processes, fees and payment options
- High level of attention to detail with the ability to maintain accurate records and adhere to procedures and protocols
- Computer literate including Microsoft Office and CRM systems
- Understanding of confidentiality requirements and the sensitivity required when handling customer information
- Knowledge of Quality Management System requirements
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Desirable
- Basic knowledge of reproductive medicine and biology
- Experience working within a healthcare, fertility or private clinical setting
- Experience working towards individual and team KPIs
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.
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