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

Patient Support Advisor

Summary of Role:

The Patient Support Advisor will work within and lead the First response team. Providing a first-class service and experience to all existing patients who contact us via phone, email or live chat.

Their expertise and rapport building will enable them to proactively manage a patient’s query with professionalism, accuracy and in a timely manner with exceptional empathy.

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 and managed as best as possible at first touch. Working a shift pattern including weekends and evenings when necessary.

A successful patient support advisor will be trained to have an extensive knowledge of our treatments and how to manage individual patient requirements in a timely and professional manner.

Key Responsibilities:

  • Manage and report enquiries from existing patients via phone calls & email in an efficient and professional manner.
  • Liaise with clinic managers, Dr’s and Embryology teams to ensure relevant appointments are managed effectively.
  • Responding promptly and articulately to patient requests via phone and email.
  • Accurately recording all information onto CREATE’s bespoke systems, ensuring all data is maintained.
  • Management and booking of appointments for patients including any associated confirmations.
  • Building exceptional relationships and rapports with our patients.
  • Creating statements, invoices and refunds.
  • 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 evenings (when required) 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 or customer service environment.
  • Able to work as part of a team and 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 with strong common sense and the ability to think on your feet.
  • Patience and attentiveness – The ability to listen and appreciate patient’s situations.
  • Proven experience within a customer service role - putting patients first, understanding 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 database.
  • Healthcare experience is desirable, but not essential. Luxury customer service experience also desirable.
  • Flexible and approachable.
  • Enthusiastic in approach.
  • Experienced interpersonal skills.
  • Articulate with a good telephone manner
  • Attention to detail.
  • Willingness to learn.
  • Proactively able to identify issues that may impact Patients.

 

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