Patient Support Associate

About TFP Fertility

We at TFP are looking for brilliant minds and passionate hearts to help us shape the future of fertility. We are one of the largest fertility service providers in Europe, operating our IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. We have embarked on the mission to use technology to provide patients with a memorable best class fertility journey that leads to the best outcome starting a family.

At TFP, we offer all our patients the care, understanding and expertise that help bring dreams to life. We are passionate about what we do, which reflects our commitment to creating lives and changing lives.

Science research and innovation are key to how we work and have led to pioneering fertility treatment for more than 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence.

The Role

Are you passionate about delivering exceptional customer service? Could you help support our patients along every step of their journey? We'd love to hear from you. We're looking for someone to join our amazing Patient Support team, providing exceptional customer care and an efficient administration service for all our patients.

Your focus in this role will be providing first class customer experience at our TFP Fertility Clinic. Working as part of a close knit team, you will be the central point for our patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email.

You'll assist patients with a broad range of queries including funding, appointments, test results and the different steps they'll be taking along the fertility journey. You'll work closely with our satellite services, local NHS Consultants and any other related organisations to help answer their queries promptly and efficiently.

We're passionate about helping our teams to be at their best, so we'll work with you to ensure you're fully supported both personally and professionally. With opportunities to develop within your role in Patient Support, you'll work to a programme to build your skills and experience.

This is a full time position working 37.5 hours per week.

There will be an evening and weekend shift required on a rotational basis of 1:4.

The Location

Thames Valley Fertility (TVF) was established in 2017 and has grown into a leading fertility clinic. Providing treatment to both NHS and private patients, TVF performs approximately 550 fresh cycles and 450 frozen cycles per year. The clinic offers a full suite of treatment and diagnostic services, including PGT, and has a 5/5 inspection rating from the HFEA. Conveniently located on the outskirts of Maidenhead, adjacent to junction 8/9 of the M4, there is ample free parking for staff and patients. Our state of the art laboratory was purpose built in 2017 and is equipped with the latest laboratory equipment and monitoring systems that support us in achieving excellent outcome KPIs.

Key Responsibilities

• Promptly and professionally managing initial enquiries via telephone/email within 24 hours of receipt.
• Effective processing of all GP, consultant and self referrals within 3 days.
• Dealing with all satellite clinics and ensuring that communication is of a high standard to deliver a seamless patient pathway.
• Explaining the processes to new patients and those seeking treatment.
• Ensuring that patients' records and correspondence are correctly filed.
• Being conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system.
• Ensuring that all communication with the patient is documented in the patient database.
• Ensuring that money has been received for all appointments that require payment in advance and following up where necessary.
• Carrying out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system.

Qualifications and Experience

• Educated to Higher Level.
• Experience working in an administration role.
• Experience working with patients/customers both face to face and over the telephone.
• Skills & competencies normally associated with relevant administration experience.
• Proficient knowledge and experience of Microsoft Office packages.
• Excellent keyboard/IT skills.
• Excellent oral and written communication skills and manner.
• Ability to communicate effectively with staff and patients over the telephone and face to face.
• Excellent time management skills.
• Commitment to delivering a high quality patient experience.
• Comfortable asking for payments and taking payments from patients.
• High level of customer orientation.
• High level of resilience and empathy.

Additional Information

Working Hours: 37.5 per week

Evening and weekend shifts: required on a rotational basis of 1:4.

Pension: Dual contribution pension scheme.

Holiday Entitlement: 27 Days + Bank holidays pro rata.

Salary: Competitive (depending on experience).