At CREATE Fertility and IVI UK, we support people through one of the most important and emotional journeys of their lives.
As part of one of the world’s leading fertility groups, we combine world-class clinical expertise with genuinely compassionate care, helping thousands of patients across the UK access innovative fertility treatment tailored to them.
Our clinics are known for pioneering Natural and Mild IVF approaches, offering safer and gentler treatment options alongside advanced fertility services including IVF, IUI, ICSI and fertility preservation.
Above all, we believe exceptional patient care starts with exceptional people.
The Opportunity
We are looking for a highly personable, organised and emotionally intelligent Patient Coordinator to join our team in Sollihull, Birmingham.
This role is ideal for someone who thrives in a fast-paced, people-focused environment and takes pride in delivering outstanding customer experiences.
You do not need fertility experience to apply. What matters most is your ability to build trust, communicate with empathy, manage multiple priorities and provide a high level of care and service throughout every interaction.
You will play a key role in supporting new patients from their first enquiry through to treatment, becoming a trusted point of contact throughout their journey.
This is a role for someone who genuinely enjoys helping people, while also being motivated by performance, accountability and delivering excellent outcomes.
What You’ll Be Doing
- Supporting patients throughout their treatment journey, from initial enquiry through to treatment completion
- Delivering a warm, professional and high-quality experience across every patient interaction
- Managing appointments, bookings and patient communications efficiently and accurately
- Acting as a key point of contact for patients, providing guidance, reassurance and support
- Working closely with clinical teams to ensure a seamless patient experience
- Proactively identifying and resolving issues to maintain exceptional service standards
- Managing multiple patient journeys simultaneously while maintaining attention to detail
- Working towards individual and team KPIs focused on patient experience, conversion and retention
- Ensuring all processes are compliant with HFEA regulations and internal protocols
What We’re Looking For
Essential Experience
- Minimum 2 years’ experience in a customer-facing or service-driven role
- Experience working in a fast-paced environment where delivering exceptional service is essential
- Proven ability to manage difficult or sensitive conversations professionally and empathetically
- Strong organisational skills with the ability to multitask effectively
- Confident communication skills, both written and verbal
- Comfortable working towards targets, KPIs or performance measures
We’d Particularly Love To Hear From People With Backgrounds In:
- Private healthcare
- Hospitality or luxury service environments
- Airline or travel industries
- Membership or client services
- Retail leadership or premium customer experience roles
- Patient-facing healthcare support roles
Personal Qualities
- Warm, compassionate and emotionally intelligent
- Calm under pressure
- Highly organised and proactive
- Positive, resilient and solutions-focused
- Passionate about helping people during important life moments
Why Join Us?
- Work for one of the world’s leading fertility groups
- Be part of a genuinely meaningful patient journey
- Supportive and collaborative team culture
- Opportunity to develop within a growing healthcare organisation
- A role where empathy and high performance are equally valued
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