Junior Patient Advocate with English

IVF Media is an international media group. Our mission is to support and assist patients battling infertility. We began in 2012 as a small start-up. Today, we are leaders in our industry in the UK and Ireland, and our websites are available in four languages. We ensure that infertility treatment abroad is accessible to everyone – focusing on a quality life for our patients.

If you’re looking for a place where work is more than just duties, it's also a true mission full of inspiration and growth opportunities, then you’re looking for us!

What else makes us stand out among workplaces?

It’s undoubtedly our fantastic team, who bring an unmatched spirit of “team spirit.” We all work with passion and dedication!

In our work, there’s no boredom or corporate style – exciting things happen here! And, importantly, each of us feels that we’re part of something special and meaningful.

We’re proud of our international partnerships and relationships that open doors to many cultures and broaden our horizons. There’s no room for boredom here. 😊

Are you passionate about helping people and making a difference in their lives? Do you thrive on building relationships and have a natural talent for communication? If so, we’re looking for you to join our team as a Junior Patient Advocate!

This is an exciting opportunity to support patients on their IVF journey and play a key role in ensuring their experience is smooth and stress-free. No prior experience is necessary—we value your interpersonal and language skills most.

What will your work entail?

As a Junior Patient Advocate, you’ll be the first point of contact for patients seeking guidance on their IVF journey. Your role will involve communicating with patients via email, chat, and calls, helping them navigate their options and choose the best clinic for their needs. You’ll also gather and analyze patient feedback to continuously improve their experience while building and maintaining a knowledge base of clinics and processes. 

In the first month:

• You’ll gain thorough knowledge about our organization, partner clinics, and the IVF abroad process.
• You’ll become familiar with your responsibilities and undergo a comprehensive onboarding process, including training on patient care, communication, and clinic offerings.
• You’ll learn to use the tools and platforms needed for your role, including CRM systems and scheduling tools.
• You’ll shadow the Head of Patient Experience to understand best practices in patient communication and support.

In 2+ months:

• You’ll start to independently handle patient inquiries via email, chat, and calls, guiding them through their IVF journey.
• You’ll start to assist patients in selecting the best clinic for their needs based on their personal preferences and circumstances.
• You’ll contribute to building and maintaining the internal and external knowledge base.
• You’ll gather and report patient feedback, providing insights to improve processes and the patient journey.
• You’ll start meeting individual goals such as reply time, patient satisfaction, and consultation conversion rates.

In 6+ months: 

• You’ll become a trusted advisor to patients, building strong relationships and providing guidance.
• You’ll start taking on more independent projects to enhance patient care, such as developing new educational materials or refining internal workflows.
• You’ll analyze patient feedback and clinic performance data, proposing solutions and improvements to enhance the patient experience.
• You’ll collaborate with other departments to achieve team goals, such as reducing the time between inquiries and treatment.
• You’ll contribute to shaping the patient journey and sharing best practices across the organization.

What we are looking for:

• Exceptional people skills and a relationship-building mindset.
• High empathy and the ability to connect with patients from diverse backgrounds.
• Strong communication skills in English (min. C1). Additional languages are a bonus!
• Prior experience in customer service or customer support is a plus.
• Research skills and the ability to handle inquiries effectively.
• Willingness to work at least two weekends a month (days off provided during the week if weekends are worked).
• Availability to come to the office in Gdańsk twice a month (plus during the training period).

What we are offering:

• 20–26 days of holidays, adjusted according to your prior work experience.
• A laptop for your work needs.
• A supportive, international team with autonomy and trust in your role.
• Work with great people in an atmosphere of collaboration and mutual respect.
• Real influence on shaping patient experiences and processes.
• Full onboarding and regular training sessions.
• Remote work with occasional days in the office. 
• Free parking.

Recruitment process:

1. Online Task – Short, role-specific task designed to give us insight into your skills and approach. This will be shared with selected candidates after the initial application review.
2. Meeting with Joanna Jewell – Head of Patient Experience and potential supervisor (at our office in Gdańsk, Al. Zwycięstwa 13A or online).
3. DISC D3 Test with Agnieszka Myśliwczyk (online, about 30 minutes) – Discover more about yourself and how your profile aligns with the role.
4. Final Meeting – With Jakub Dejewski (CEO), Aleksander Wiecki (CMO) and Joanna Jewell (at our office in Gdańsk, Al. Zwycięstwa 13A). We’ll make a mutual decision and shake on it. 🤝