Patient Care Coordinator - #2108300

1. Job Purpose

The Patient Care Coordinator is the first point of contact for patients and the guardian of the patient experience at Bridge Clinic London. The role coordinates each patient's journey through the fertility pathway, from initial enquiry to post-treatment follow-up, ensuring that every patient feels welcomed, informed, supported, and cared for at every stage.

2. Key Responsibilities

A. Patient Concierge and First Point of Contact

• Serve as the primary point of contact for all patient enquiries via web, telephone, email, and WhatsApp.
• Welcome and guide patients through the fertility journey with empathy and professionalism.
• Ensure patient queries are acknowledged and resolved within agreed response time standards.
• Coordinate patient expectations regarding appointments, pathways, and next steps.
• Escalate clinical concerns and safeguarding issues promptly to the Clinic Manager or responsible clinician.

B. Appointment Coordination and Patient Journey Continuity

• Coordinate patient appointment scheduling across all stages of the fertility pathway.
• Confirm appointments and follow up on unconfirmed or missed attendances.
• Liaise between clinical departments to ensure seamless patient transitions.

C. Treatment Summary Coordination

• Ensure patients receive a treatment summary or follow-up communication following every significant clinical interaction.
• Monitor treatment summary compliance and escalate gaps to the Clinic Manager.
• Ensure patients understand their next clinical steps and feel supported at every stage.

D. Service Excellence and Service Recovery

• Monitor patient satisfaction across all touchpoints and escalate concerns promptly.
• Manage first-line patient complaints with empathy and professionalism, escalating to the Clinic Manager where required.
• Maintain a service recovery log and report resolution performance weekly.
• Ensure patients feel heard, respected, and supported throughout their experience.

E. Post-Treatment Relationship Management

Pregnant Patients

• Maintain structured follow-up including milestone check-ins, engagement, and referral conversations.

Non-pregnancy patients:

• Maintain a structured, compassionate follow-up pathway including emotional support check-ins, counselling referral where appropriate, and re-engagement conversations.
• Approach all non-pregnancy follow-up with sensitivity, referring to the Clinic Manager or counselling service if a patient shows signs of significant emotional distress.

F. Social Media and Digital Reputation Monitoring

• Monitor Bridge Clinic's Instagram, TikTok, Facebook, Google, direct messages, and reputation signals.
• Respond to patient enquiries and comments on social platforms in a timely, professional, and clinically appropriate manner.

1. Person Specification

Essential

Experience and knowledge:

• Minimum two years' experience in a patient-facing coordination, customer care, or front-of-house role within a healthcare, clinical, or service-led environment.
• Experience managing enquiries across multiple channels, including telephone, email, and messaging platforms such as WhatsApp.
• Experience handling appointment scheduling and diary coordination.
• Understanding of patient confidentiality and data protection principles, including awareness of UK GDPR.

Skills and competencies:

• Exceptional interpersonal and communication skills, both written and verbal, with a warm and professional telephone manner.
• High emotional intelligence, with the ability to communicate with empathy and sensitivity, particularly with patients experiencing distress or disappointment.
• Strong organisational skills, with the ability to manage multiple patient pathways, trackers, and follow-up schedules simultaneously.
• Sound judgement in recognising when to escalate clinical, safeguarding, or emotional wellbeing concerns.
• Confident complaint handling and service recovery skills, remaining calm and solution-focused under pressure.
• Accurate record keeping and attention to detail, including maintenance of live trackers and weekly reporting.
• Proficiency in Microsoft Office, including Outlook, Excel, Word, and Teams.

Personal attributes:

• Compassionate, discreet, and professional at all times.
• Proactive and self-motivated, able to work independently and take ownership of the patient experience.
• Resilient, with the maturity to support patients through both positive and difficult outcomes.
• A genuine commitment to patient-centred care.

Desirable

• Experience in a fertility, IVF, women's health, or private healthcare setting.
• Experience managing or responding to social media enquiries and online reviews in a professional capacity.
• Experience with patient management or CRM systems.
• Experience supporting testimonial or feedback collection with appropriate consent.