Patient Care Associate

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 Care team, providing exceptional phone based and online 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 Care entre. Working as part of a close-knit team, you will be the central contact point for our patients, staff and visitors, handling a broad range of enquiries by telephone and email.

You’ll assist patients with a broad range of queries including funding, appointments, 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.

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. 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, and email enquiries

• Register patients on our internal Electronic Patient Management system

• Talk patients through the fertility journey and what they can expect when undergoing treatment

• 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

• 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

• Ensure a personalised approach to patient communication

• Ensure seamless handover of care to clinic staff once a patient has booked their appointments

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

Qualifications and Experience:
• Experience working in an administration role.
• Experience working with patients / customers 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
• 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