Careers at CREATE Fertility

CREATE Fertility are the UK’s pioneers of Natural & Mild IVF treatment. We are committed to delivering the highest quality patient care and widest range of treatments in order to achieve the best possible chance of pregnancy for our patients.

Our specialist teams include Consultants, Embryologists and Nurses, as well as Administration and Management roles, all of whom are highly experienced. We also have a dedicated central team, based in London, composing of HR, IT, Finance and Marketing.

If you wish to apply for any of the roles featured you are invited to send your CV with covering letter to Cherelle Rustin

Digital Marketing Executive

Summary of Role:

The Digital Marketing Executive will implement the online marketing strategy for the CREATE Health brands. They will execute digital marketing campaigns and design, maintain and supply content for the organisation's websites. In addition, they will engage with the public through social media and ensure visitor flow to digital sites. The DME will also analyse and report on visitor data and devise new ways to increase conversion.

Key responsibilities:

  • Implement the digital marketing strategy set out by the Head of Digital
  • Develop and manage digital marketing campaigns
  • Manage and maintain CREATE Health brand websites
  • Track and analyse website traffic flow and provide regular internal reports
  • Attain key performance indicators such as reducing the website bounce rate, increasing session duration, page/session & improving conversion rate
  • Continually work on the Search Engine Optimization of the websites
  • Be the digital lead on key projects such as new clinic launches, price changes etc
  • Fix any errors or bugs in online content
  • Launch optimized online adverts through Google Adwords, Display Networks, Facebook etc. to increase brand awareness & drive conversion
  • Collaborate with designers to improve website user experience
  • Provide creative ideas for content marketing and update website
  • Identify new trends in digital marketing, evaluate new technologies and ensure the brands are at the forefront of industry developments

 

Required skills:

  • Experience with B2C digital marketing, Google Adwords and email campaigns and SEO/SEM
  • Perfect knowledge of web analytics tools (e.g. Google Analytics, HotJar, Google Optimise etc.)
  • Will need to be good at handling time-sensitive projects and working to strict deadlines
  • Performance driven, able to manage at pace, self-motivated and able to prioritise
  • Excellent communication, diplomatic, tactful and the ability to deal with difficult situations
  • Organised and able to multi-task
  • Analytical mindset and critical thinking

 

Education & experience:

  • Proven experience as Digital Marketing Executive or similar role
  • BSc/BA in marketing or relevant field
  • Experience of working within a target driven and fast paced environment
  • A positive ‘can do’ attitude that can handle change and challenge
  • Drive, determination and ability to overcome ambiguity
  • Excellent organisational and communication skills

 

Applicants who meet our criteria and have the right to live and work in the UK are invited to send their CV with covering letter to Cherelle Rustin

Patient Support Executive

Summary of Role:

The Patient Support Advisor will provide a first class service and experience to new and existing patients along with managing internal and external queries into the Contact Centre. Working very closely with colleagues, Dr’s and Nurses from our Clinics across the country to ensure the importance of our patients IVF options and fertility treatments are always the priority. Working a shift pattern including weekends and evenings when necessary. A successful Patient Support Advisor will be required to promote and convert sales of treatments and services which are appropriate for individual patient requirements.

Key Responsibilities:

  • Manage all internal and external queries (calls, live chat, and emails) in to the contact centre in an efficient and professional manner.
  • Complete outbound/courtesy calls to both new and existing patients where necessary.
  • Ensure internal conversion targets and are met through proactive management of sales by service.
  • A professional and continued approach in the management of our established patients and any queries, ongoing treatments and requirements they might have.
  • Liaise with clinical members of the team to provide high quality service and information to patients.
  • Responding promptly and articulately to patient requests via email, live chat and website.
  • Accurately recording all information onto CREATE’s bespoke systems, ensuring all data is maintained.
  • Management and booking of appointments along with any follow up appointments/requests for patients including any associated confirmations.
  • Handling new and existing enquiries by offering relevant and accurate information, support and guidance on CREATE’s range of services.
  • Creating statements, invoices and refunds in accordance with the finance manager.
  • Taking credit and debit card payments, reconciling invoices and payment records.
  • Maintaining absolute discretion and confidentiality.
  • Delivering emotional support and empathy within sensitive situations.
  • Acting in accordance with CREATE’s policies and procedures, the DPA and our HFEA regulations.
  • Being a proud ambassador for CREATE fertility.
  • Delivering and ensuring KPI’s are met/exceeded.
  • Working at Open days to help promote CREATE and showing our best to potential patients.
  • To be able to work as part of a team and individually.

 

Person Requirements:

  • Experience within a contact centre/sales service environment.
  • Able to work as part of a team, but also to take initiative individually.
  • Exceptionally empathetic - a clear and confident communicator
  • Excellent telephone communication and typing skills.
  • A friendly, caring and compassionate personality.
  • Strong organisational and time management skills.
  • Maturity to deal with difficult situations with a smile and empathy.
  • Highly Pro-active and motivated by targets.
  • Strong common sense and ability to think on your feet.
  • Patience and attentiveness – The ability to listen and appreciate customer’s situations.
  • Proven experience within a customer service role - putting patients first, understanding customer concerns and securing resolutions when issues occur. Willing to go the extra mile.
  • Passionate about customer service.
  • Ability to manage and deal with difficult situations and conversations.
  • The ability to work under pressure and with stake holders from every level.
  • Appreciation of patient confidentiality.
  • Proficient in Microsoft Office systems.
  • Experience using a database.

 

Applicants who meet our criteria and have the right to live and work in the UK are invited to send their CV with covering letter to Cherelle Rustin

Clinical Embryologist

Summary of Role:

Fantastic opportunity to be part of an established, expanding and highly respected IVF and Fertility service, which specialises in Natural Cycle IVF/ IVM and Mild IVF. We operate two laboratories in London. CREATE Fertility is one of the fastest growing IVF companies in the UK and is looking for a highly motivated Clinical Embryologist to join the laboratory team. We are looking for dynamic candidates who want to build a career with our organisation.

The successful candidate will be required to perform all aspects of IVF treatment cycles, including ICSI, oocyte/embryo vitrification. Since the clinic is specialised in Natural and Mild IVF, the candidate will be working with low egg and embryo numbers and attention to detail is essential. The successful candidate will have excellent interpersonal and communication skills as the role requires patient contact and a close working relationship with a multidisciplinary team. The successful candidate will work 40 hours per week plus participate in the weekend rotas.

Person Requirements - Essential:

  • ICSI trained 2 years.
  • Educated to degree level.

Applicants who meet our criteria and have the right to live and work in the UK are invited to send their CV with covering letter to Cherelle Rustin

Medical Receptionist

Summary of Role:

The Medical receptionist will undertake a variety of administrative duties to assist in the smooth running of the Practice. Working very closely with colleagues, Dr’s and Nurses from our Clinics across the country to ensure the importance of our patients IVF options and fertility treatments are always the priority. Working a shift pattern including weekends and evenings when necessary. A successful Medical receptionist must be able to deal with patients in a calm and professional manner. The successful candidate will be based at our clinic in Harley Street.

Key Responsibilities:

  • Front of house welcome and registering patients for their appointments.
  • Reviewing patients’ registration form and identifying any missing forms.
  • Scanning Patient forms onto CREATE’S bespoke software
  • Responding to patient requests via email and taking accountability for its conclusion
  • Offering support and guidance on CREATE range of services
  • Photocopying forms in preparation for new patients
  • Creating information packs for patients e.g. new patient registration, open days, welcome etc.
  • Filing forms in alphabetical file
  • Accurately recording all information onto CREATE’s bespoke systems and to ensure all data is maintained
  • Booking appointments and any follow up appointments for patients including any associated confirmation
  • Ensuring all potential patients are followed up in line with company policy
  • Handling new and existing enquiries by offering information, support and guidance on CREATE’s range of services
  • Creating statement / invoices / copy of notes and post/email to patients
  • Taking credit and debit card payments; completing reconciliation of invoices and payments.
  • Responding to messages that have been left overnight
  • Maintaining absolute discretion and confidentiality. Delivering emotional support and empathy for our patients.
  • Acting in accordance with CREATE’s policies & procedures, the Data Protection Act and our HFEA regulations.
  • Being a proud ambassador for CREATE Fertility.
  • To be able to work as part of a team and independently

Person Requirements:

  • A friendly, caring personality.
  • Able to work as part of a team, but also to take initiative individually.
  • Strong organisational and time management skills.
  • Emotional intelligence and the ability to deal with difficult, high-pressured situations.
  • The ability to work under pressure and with personnel from all levels.
  • Maturity to deal with difficult situations with a smile and empathy.
  • Highly Pro-active and motivated by targets.
  • Strong common sense and ability to think on your feet.
  • Excellent telephone manner and call handling skills
  • Healthcare experience is desirable, but not essential. Luxury customer service experience is useful
  • Emotional intelligence and the ability to deal with difficult, high-pressured situations.

Applicants who meet our criteria and have the right to live and work in the UK are invited to send their CV with covering letter to Cherelle Rustin