Patient Services Coordinator

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:

The purpose of this role is to follow up patient enquiries from initial contact until booking in a personalised, kind and human manner. This role will support patients on the first steps of their Fertility journey. The primary goals of the Patient Care Executive is to convert initial enquiries to attending a patient information event or initial consultation at one of TFP’s facilities.

We are looking for people with great customer service experience, who can offer a human and empathetic approach when speaking to potential patients. There will be a lot of mixed emotions, so someone who can empathise and guide the patients throughout their Fertility journey.

This role is Monday to Friday 37.5 hours per week

The Location:
Our contact centre is based within Nurture Fertility which was established in 1991 and due to the passion, expertise and reputation of our team, has grown into a leading fertility clinic. Providing treatment to both NHS and private patients, Nurture Fertility performs approximately 700 fresh cycles and 500 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Nottingham, adjacent to junction 25 of the M1, there is ample free parking for staff and patients at the front of the building.

Key Responsibilities:

• Answer phone, online chat and email enquiries
• Guide patients through the booking process of initial consultants and fertility assessments
• Send patient information packs/welcome packs as requested
• Register patients on our internal Electronic Patient Management system
• Talk patients through the fertility journey and what they can expect when undergoing treatment
• Share success rates and pricing for various treatment options with the patient
• Follow up enquiries at 48 hours, 1 week, 1 month & 3 month or as required via telephone, text message and email
• To book initial consultations and fertility assessments on our Electronic Patient Management system
• Ensure seamless handover of patient care to clinic staff once a patient has booked their initial appointments
• Ensure all patient queries are answered fully and liaise with clinic teams where necessary
• Manage authorisation of services for patients who have private healthcare insurance
• Raise invoices to insurance services for completed treatment packages
• To invoice patients for initial appointment fees and collect payment
• To update all records on the patient database are updated as appropriate
• Ensure a personalised approach to patient communication
• Complete check in calls with patients 24 hours after initial consultation appointments/ patient information events to enquire if they have any further questions and to seek feedback
• Ensure seamless handover of care to clinic staff once a patient has booked their appointments
• To hit monthly targets of booking and conversions of enquiries

Qualifications and Experience:

• Sales experience ideally in selling consumer services
• Minimum two years’ experience working in a customer facing role
• Skills & competencies normally associated with relevant administration experience
• Proficient knowledge and experience of Microsoft Office Packages
• Excellent oral and written communication skills and manner
• Ability to communicate effectively with patients over the telephone and via email
• Excellent time management skills
• Excellent and compassionate customer service skills
• Empathetic nature
  

Location: TFP Nurture Nottingham - Contact Centre

Salary: Competitive (Depending on experience)

Working Hours: 37.5 hours per week

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays