Call Centre Associate

At TFP, we make families. We shape fertility journeys around people’s lives. We provide an outstanding customer experience by showing that we care, build trust, deliver our expertise, drive innovation and demonstrate our patients our passion on a day-by-day basis.

The Role:

As a Patient Care Executive, you will be the first point of contact for our prospective patients’ queries or issues. This role does not require medical expertise as we will train you, so you know all you need to know about fertility treatments and our products and services. Previous experience of working within a fast-paced customer service environment is essential and you will be comfortable with using a sales-though-service approach.

You will be handling a high volume of inbound and outbound customer contacts via phone, email and webchat and take responsibility for booking appointments and finding solutions. You will have sensitive discussions around fertility, and you will always do so in a friendly, patient-focused way, seeking to enhance each patients’ perception of our business.

You will be confident, outgoing and energetic and be able to use your excellent communication skills to build relationships with patients and offer an unrivalled service. It doesn't stop there; at TFP-fertility we all muck in, so to be successful, you will love being part of a team of unique colleagues, who aim to deliver positive outcomes, every time.

This is a full time* permanent position working Monday to Friday,

37.5 hours per week on at rota basis between the hours of 08.00-18.00.

Saturday working will be required on a rotation of roughly 1:4 working 09.00-13.00.

*Part time options may be available for the right candidate - please specify preferred hours of work in your application if this is the case.

The Location:

Our Patient Care Centre is the first point of contact for incoming calls from across the UK, offering dedicated support to all eight of our TFP clinic locations. Based within Nurture Fertility, the centre ensures that every patient receives compassionate and informed assistance throughout their journey. Established in 1991, Nurture Fertility has grown into one of the UK’s leading fertility clinics, built on a foundation of clinical excellence, expertise, and genuine care. Conveniently located on the outskirts of Nottingham, just off Junction 25 of the M1, our centre is easily accessible and provides ample free parking for both staff and patients at the front of the building.

Key Responsibilities:

• Register patients on our internal Electronic Patient Management system

• Talk patients through the fertility journey and what they can expect when undergoing treatment - full training will be provided

• Follow up enquiries at 48 hours, 1 week, 1 month & 3 month or as required via telephone, text message and email

• Provide prospective patients the highest quality service to set the tone for the rest of their journey with TFP

• To book initial consultations and fertility assessments on our Electronic Patient Management system

• Ensure seamless handover of patient care to clinic staff

• Ensure all patient queries are answered fully and liaise with clinic teams where necessary

• To invoice patients for initial appointment fees and collect payment

• To update all records on the patient database are updated as appropriate

• There will be set KPIs to reflect patients who have made and enquiry and are converted into patient bookings

Confidentiality

The post holder must maintain confidentiality of information about patients, employees and other Company business in accordance with the National and European data protection legislation.

Qualifications and Experience:
• Experience working in a call centre
• 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
• 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 Patient Care Centre Nottingham

Salary: Competitive (Depending on experience)

Working Hours: 37.5 Hours per week

Monday to Friday

Saturday working required on a rotation of an estimated 1:4

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays.

Free parking available on site