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.
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.
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
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
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
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
JD Healthcare is an Equal Opportunities employer. We are committed to diversity and inclusion and encourage applications from all backgrounds.
