Patient Concierge

Child Fertility is a premium IVF and fertility clinic launching in Riyadh in July 2026, backed by a regional investment group. The clinic is bringing internationally benchmarked, UK-standard protocols to Saudi Arabia for the first time, delivered within a luxury, couple-centred, and deeply culturally attuned patient environment.

We are entering a market with significant unmet demand and a clear gap at the premium end. The brand sits at the intersection of British medical excellence, luxury wellness experience, and Saudi cultural sensitivity. Our patients are discerning, privacy-conscious couples who expect the same standards they would receive in London or Geneva - without leaving the Kingdom.

The Patient Concierge is responsible for delivering a seamless, high-touch, and premium patient experience from their first consultation, supporting patients with appointment coordination, travel arrangements, and ongoing non-clinical support throughout their treatment journey. This role ensures that every interaction reflects exceptional service, discretion, and attention to detail.

Why Join us?

● Be part of launching a first-of-its-kind premium fertility clinic in Saudi Arabia

● Play a key role in delivering a world-class, concierge-level patient experience

● Work within a model that combines clinical excellence with a luxury, patient-first approach

● Join an ambitious, well-backed organisation with significant growth plans

Core Responsibilities:
1. Patient Experience

● Deliver a consistently high-touch, premium experience across all patient interactions

● Act as point of contact for patients, providing ongoing support throughout their journey

● Anticipate patient needs and proactively resolve queries or concerns

● Ensure all communication is personalised, culturally attuned, and handled with discretion

2.Appointment Travel & Logistics Management

● Coordinate and manage appointment logistics, ensuring efficiency and convenience

● Arrange travel, accommodation, and logistics for local and international patients

● Provide tailored recommendations aligned to patient preferences and expectations

● Ensure all travel arrangements are seamless, well-communicated, and executed to a high standard

● Act as a central point of coordination for any logistical requirements

● Proactively manage changes, ensuring minimal disruption to the patient experience

3. Patient Support & Journey Coordination

● Support patients throughout their treatment journey, ensuring clarity at each stage

● Liaise with clinical and operational teams to ensure continuity of care

● Provide timely updates and guidance to patients, reducing uncertainty and friction

● Ensure patients feel supported, informed, and confident throughout their experience

4. CRM & Administration

● Maintain accurate and up-to-date patient records within CRM systems

● Track patient journeys, appointments, and key interactions

● Ensure high standards of organisation, documentation, and data quality

● Support reporting and operational processes as required

5. Collaboration & Continuous Improvement

● Work closely with Patient Acquisition, Nursing, and Clinical teams to ensure a seamless end-to-end journey

● Share patient feedback and insights to improve service delivery and experience

● Contribute to the continuous refinement of concierge processes and standards

How you’ll be measured

● Delivering a seamless, high-touch, and premium patient experience across all interactions

● Ensuring efficient, accurate, and well-coordinated appointment scheduling

● Managing travel and logistics to a consistently high standard

● Providing timely, clear, and proactive communication throughout the patient journey

● Maintaining accurate records and high standards of CRM usage

● Supporting smooth handovers and collaboration across teams

● Contributing to overall patient satisfaction and experience outcomes

Skills & Experience
Essential:

● 2+ years experience in a customer-facing role within healthcare, hospitality, or a premium service environment

● Proven ability to deliver exceptional customer service in a high-touch environment

● Strong organisational skills with the ability to manage multiple patients and priorities simultaneously

● Excellent communication skills, with a high level of professionalism, empathy, and discretion

● Ability to anticipate needs and proactively solve problems

● Experience using CRM systems or managing structured workflows

● Comfortable working in a fast-paced, detail-oriented environment

● Fluent in Arabic and English

Desirable:

● Experience in fertility, healthcare, or a clinical setting

● Experience in luxury hospitality, concierge, or high-end service environments

● Experience supporting international patients or medical tourism pathways

● Experience coordinating travel, accommodation, or complex logistics

Work Location: In person