Job Description

Patient Support Associate/ Administrator

Job description

We, TFP, are looking for brilliant minds and passionate hearts to help us shape the future of fertility health. We are one of the largest fertility service providers in Europe operating our IVF clinics and egg/sperm freezing banks in currently 6 countries. We have embarked on the mission to use technology to provide parents with a memorable best-in-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 to 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 us pioneering fertility treatment for more than 33 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success

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. 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 manage all referrals into the clinic, both NHS and private, and help register patients. 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 role is full time working 37.5 hours per week. The role will include working some evenings and occasional weekends and Bank Holidays.

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.
• To be 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 to be paid for in advance and follow up where necessary.
• To carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system.

Job requirements

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.
• Be comfortable asking for payments and taking payments from patients
• High level of customer orientation
• High level of resilience and empathy

Location: Thames Valley Fertility, Maidenhead - SL6 4FL

Salary: Competitive (Depending on experience)

Working Hours: 37.5 Hours per week

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays.

TFP Fertility