Patient Support Associate

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 and Poland. We have embarked on the mission to use technology to provide patients 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 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 Wed love to hear from 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.

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

Were passionate about helping our teams to be at their best so well work with you to ensure youre fully supported both personally and professionally. With opportunities to develop within your role in Patient Support youll 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 a weekend shift required on a rotational basis of 1:4

The Location:

Simply fertility was established in 2013 and due to the passion expertise and reputation of our team has already grown into a leading fertility clinic. Providing treatment to both NHS and private patients Simply Fertility performs approximately 400 fresh cycles and 300 frozen cycles per year. Conveniently located on the outskirts of Chelmsford adjacent to junction 17 of the A12 there is ample free parking for staff and patients at the front of the building.

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.

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:TFP Simply Fertility - Chelmsford

Salary:Competitive (Depending on experience)

Working Hours:37.5

Shift times are 09.00-17.00

There will be a weekend shift required on a rotational basis of 1:4

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days Bank holidays (pro rata)