Patient Engagement and Business Executive

Patient Engagement & Business Executive – Fertility Services

Fertility and Reproductive Healthcare

Help patients take their next step with confidence

IVF London is seeking a compassionate, commercially confident and highly organised Patient Engagement & Conversion Executive to join our Business Development team.

This is a hands-on, telephone-led patient engagement and lead-management role. You will take ownership of prospective patient enquiries, conduct structured follow-up and help patients progress from their initial enquiry or Mini Consultation to an Initial Consultation and the appropriate next step in their fertility journey.

The successful candidate will combine empathy with strong follow-up discipline, confident objection handling and accurate CRM management.

This position is particularly suited to someone with experience in consultative sales, patient engagement, private healthcare, admissions, customer conversion or another service where people make important and emotionally sensitive decisions.

What you will be doing

• Responding promptly and sensitively to new patient enquiries.
• Making structured outbound follow-up calls every working day.
• Managing assigned leads from enquiry through Mini Consultation, Initial Consultation and the agreed next step.
• Converting completed Mini Consultations into Initial Consultation bookings.
• Following up patients after their Initial Consultation in coordination with clinical and Patient Coordination teams.
• Understanding and sensitively addressing non-clinical barriers such as cost, timing, anxiety, partner readiness, travel and comparison with other clinics.
• Maintaining accurate CRM stages, call outcomes, objections, tasks, next actions and follow-up dates.
• Ensuring that no viable lead is left without an appropriate next action.
• Supporting patient information evenings, webinars, open days and event follow-up.
• Producing accurate weekly conversion and pipeline reports.
• Supporting and contributing to IVF London’s weekly conversion meeting.
• Identifying patterns in lost leads, patient feedback and conversion barriers.
• Working closely with the Head of Business Development, Head of Operations, Patient Coordinators and clinical teams.

This role does not involve providing clinical advice, interpreting test results or recommending treatment. All clinical questions must be referred to an appropriately qualified member of the clinical team.

Essential experience and skills

To be shortlisted, your application should demonstrate:

• Experience managing inbound or warm leads through a multi-stage customer or patient journey.
• Experience making regular outbound follow-up calls.
• Personal responsibility for booking, conversion, pipeline or revenue targets.
• Strong telephone communication and relationship-building skills.
• Confidence discussing price, value, timing and next steps sensitively.
• The ability to identify objections and agree an appropriate next action without applying pressure.
• Practical experience using a CRM or comparable case-management system.
• Strong organisation, attention to detail and follow-up discipline.
• Clear and professional written communication.
• The ability to work on-site in Borehamwood/Watford.
• A professional, empathetic and patient-centred approach.
• Fertility, reproductive health, women’s health or private healthcare experience.
• Experience converting enquiries into paid consultations or appointments.
• Zoho CRM or Zoho Bookings experience.
• Experience handling sensitive or emotionally complex enquiries.
• Experience producing conversion or pipeline reports.
• Event, webinar or campaign follow-up experience.
• Additional languages relevant to IVF London’s patient population.

What success looks like

Your performance will be assessed through a balanced set of measures, including:

• Speed and quality of response to new leads.
• Follow-up completion.
• Initial Consultation attendance and patient progression.
• CRM accuracy and pipeline management.
• Call quality and patient feedback.Accurate recording of lost-lead reasons.
• Contribution to event and referral outcomes.

Why join IVF London?

Fertility treatment is not simply a medical process—it is a deeply personal journey.

At IVF London, you will join a collaborative multidisciplinary team committed to compassionate communication, clear information and an excellent patient experience. Your work will have a direct and measurable impact on patients and the continued growth of the clinic.

You will receive role-specific training, ongoing support and regular coaching from the Business Development and Operations teams.

IVF London is committed to equality, diversity and inclusion. Selection will be based on the skills, experience and evidence required for the role. Reasonable adjustments are available throughout the recruitment process.

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