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Patient Services Co-ordinator in London at CARE Fertility

Date Posted: 9/12/2018

Job Snapshot

Job Description

CARE Fertility

Park Lorne 111, Park Road

London, NW8 7JL


Patients Services Coordinator


CARE Fertility is one of the UK’s largest independent providers of assisted conception cycles, around 7,000 annually. We are committed to delivering the highest quality patient care. We offer a wide range of fertility treatments and are leaders in the development of new technologies in fertility, including the revolutionary CAREmaps with time lapse embryo imaging.


CARE London have an exciting opportunity for a Patient Services Coordinator. We are looking for a well organised and motivated individual to join our Patients Services Team team. You should have proven experience of working in an office environment. Excellent administration, customer service and IT skills are also essential.


This post is subject to a standard Disclosure with the DBS.


For more information, or to make an application, please go to CARE’s careers page at Alternatively, e-mail or call 0115 8528 168.


Closing date is 24th September 2018


Job Requirements


Job Title:  Patient Services Co-Ordinator

Based at:  CARE London

Reporting Line:  Office Manager

Job purpose:  To ensure maximum possible conversion of consultation to treatment by guiding patients through their CARE experience.

Key Responsibilities:

1. To assist with the booking for new patient consultations.

2. To provide finance meetings after initial consultations and nurse planning meetings.

3. To follow up initial consultations via the “Consulted Patient Management” system on CIS to ensure they have received post consultation information and results.

4. To follow up patients in a timely manner after their initial consultation and provide support with conversion to treatment.

5. Document post consultation follow-up of patients and amend their status on CIS for ease of audit.

6. To invoice patients accurately in a friendly and professional manner and to process payments.

7. Inform patients of their account balance and outstanding invoices to ensure prompt clearance of accounts.

8. Action credit notes and refunds.

9. Liaise with patients to resolve queries about their treatment or finance issues both in the clinic or over the phone.

10.  Assist the accounts assistant in Nottingham with chasing debtors to keep bad debt to a minimum.

11. To assist the Office Manager with Health and Safety and Fire Risk Assessments.

12. To organise and attend evening Patient Information Evenings.

13. Provide cover for the Office Manager in her absence.

14. Assist the Office Manager with production of SOPs.

15. Assist the Office Manager with new projects and improvements to processes and services. 


General Administration Duties:

1. Be computer literate and competent in using databases, Microsoft Office and Outlook.

2. To deal with incoming calls and e-mail enquiries and action accordingly.

3. Maintain high level of confidentiality and discretion with patients.

4. Oversee ordering of stationery and stationery budget.

5. Deal with telephone enquiries from present and prospective patients in a professional manner wherever possible, ensuring all information given is up to date and accurate. Pass enquiries on to medical or nursing staff when necessary.

6. Assist with reception cover, reception rota and reception training where necessary.

7. To assist with the organisation of the Internal Review Committee meeting and liase with counsellor and consultants regarding this.

8. To comply with the Human Fertilisation and Embryology Authority’s Code of Practice, the Care Standards Act 2008, the Care Standards Regulations 2010 and the General Data Protection Regulation (GDPR) 2016 with special reference to patient confidentiality.

9. To comply with the Health and Safety policies with particular reference to procedures to be followed in the event of a fire and to report all accidents and untoward incidents to the Health and Safety officer.

10. To undertake mandatory training as required, including health and safety, fire, manual handling.

11. To comply with Infection Control policies and procedures.

12. The post holder will be expected to carry out any other appropriate duties as and when required.

Job revision

This is a description of the job as it is at present constituted.  It is the practice of this company to periodically examine employee's job descriptions and to update them to ensure that they relate to the job as then being performed, or to incorporate whatever changes are being proposed.  This procedure is jointly conducted by each manager in consultation with those working directly to him or her.  You will, therefore, be expected to participate fully in such discussions.  It is the organisation's aim to reach agreement to reasonable changes, but if agreement is not possible management reserves the right to insist on changes to your job description commensurate with your level in the organisation after consultation with you.