Overview
Patient Support Associate role at TFP Fertility Group. Join a leading fertility service provider operating IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. The team focuses on delivering a best-in-class fertility journey for patients.
The Role
Deliver exceptional customer service and provide efficient administration for all patients. Be the central point of contact for patients, staff and visitors, handling enquiries in person, by telephone and email. Assist patients with a broad range of queries including funding, appointments, test results and steps along the fertility journey. Coordinate with satellite services, local NHS consultants and related organisations to respond promptly and accurately.
You will be supported to develop professionally within the Patient Support role and work toward building skills and experience. This is a full-time position.
Key Responsibilities
* Promptly and professionally manage initial enquiries via telephone/email within 24 hours of receipt.
* Process GP, consultant and self-referrals within 3 days.
* Coordinate with satellite clinics and maintain high-standard communication to deliver a seamless patient pathway.
* Explain processes to new patients and those seeking treatment.
* Maintain patient records and correspondence; ensure proper filing.
* Be conversant with the patient database for recording and maintaining information, including appointments and invoicing.
* Document all patient communications in the database.
* Ensure payments are received for appointments paid in advance and follow up as necessary.
* Scan and allocate patient notes, invoices and other paperwork into the computer system.
Qualifications and Experience
* Educated to Higher Level
* Experience in an administration role
* Experience working with patients/customers face-to-face and by telephone
* Proficient with Microsoft Office and strong IT skills
* Excellent oral and written communication
* Good time management and ability to interact effectively with staff and patients
* Commitment to delivering a high-quality patient experience
* Comfort with handling payments from patients
* High level of customer orientation and empathy
Location
TFP Thames Valley Fertility - Maidenhead
Salary
Competitive (depends on experience)
Working Hours
37.5 hours per week. Evening and weekend shifts required on a rotational basis (1:4).
Benefits
* Pension: Dual contribution
* Holiday Entitlement: 27 Days + Bank Holidays pro rata
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