Team ReproMed Episode Two: Anna Hoban, Patient Engagement Executive
September 26, 2019
The second episode of our Team ReproMed series explores another integral component of the ReproMeds Patient Journey: Patient Induction. We understand that engaging with a clinic for the first time is often the most challenging and difficult part of your journey. At ReproMed, we are focused on making that initial stage as easy and stress-free as possible. After you fill out a patient registration form, a dedicated staff member will assist you in those early stages from booking your consultations and tests to talking through your queries and questions.
Anna Hoban is our Patient Engagement Executive and our interviewee for this blog. Anna started with ReproMed three years ago as a Receptionist, but her ability to interact with people and her knowledge of the fertility journey saw her move to our Patient Engagement Team. She is not only the first contact with prospective patients but also works closely with the marketing team ensuring all of our contact points offer a seamless experience. Check our interview below, and find out more about her passion for communicating and engaging with people.
Tell us a little about yourself.
I joined ReproMed having come to the clinic with a background in sales and office management – I really wanted a change, and I definitely got one!
My role has moved from reception (which is undoubtedly the most challenging role in the clinic!) to Patient Induction. I am a talker! I love people and getting to know their stories, which is why the reception was great for me. However, my new role is perfect: I am the first person that prospective patients interact with. I get to tell people on a daily basis why this is the best place for them to choose to help them conceive. It’s a pretty great job.
How long have you worked with ReproMed?
I have worked with ReproMed for three years 🙂
What do you enjoy about working in Fertility?
What I enjoy most about working in ReproMed is seeing the happiness we bring to couples who may have struggled trying to start a family and, of course, all of the staff here are so friendly and great to work with!
What makes ReproMed different from other clinics?
What I like about ReproMed is that we make sure patients are given clear factual information. The staff are very approachable: if patients have any questions or concerns and that it’s an easy and straightforward process for them to have treatment if they need it. ReproMed has a great working environment, and the patient is at the heart of everything we do. Happy Patients and Happy Staff is our motto of late.
Describe your typical day.
I spend a lot of my day replying to emails and website queries. I think people prefer communicating that way now instead of phone calls. That said, some people do just want to talk to a person, so I do find that people with more complicated queries like to chat on the phone.
I work closely with our Marketing Team using patient feedback to make sure that the website is as simple to interact with as possible. It’s essential that if you have a query, you can ask it without having to jump through too many hoops. I also work with our medical team to triage new patients. Thankfully, we don’t operate a waiting list system because we’re pretty efficient. We do make sure that if there is a patient with a particular issue, that we assign them to the most appropriate doctor.
What sort of support do you give to patients?
I take care of all of our new patient contacts to help arrange their initial consultation and testing. I also answer any queries or questions they may have about their potential patient journey and check in from time to time to make sure they’re happy.
Overall my main priority is to ensure all patients have as much information and support as possible before commencing their fertility journey.
Thanks for taking the time to answer our questions, Anna. It’s great to keep sharing with our patients, prospects and followers a glimpse of how our clinics are from the inside and the amazing people that are part of our team. We are sure that your dedication is cherished by everyone that get in touch with you.
What about you? Who do you think will be the next staff member showing it faces here? Leave a comment on any of our Social Media channels if you want to suggest our next interviewee and click here to read the first episode of the series.« Return to Blog