Fertility Patient Care Concierge

TFP Fertility; Nottingham; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Dual contribution pension

27 Days + bank holidays (pro rata)

Free parking on site

Job summary

TFP Fertility is seeking a compassionate Patient Care Executive to be the first point of contact for prospective patients at the Nottingham centre. You will handle inquiries via phone, email, chat and portal, guiding patients through bookings and the fertility journey with a patient-centric approach.

You will work 37.5 hours per week, Monday to Friday with Saturday shifts rotated 1:4. The role requires excellent communication, strong administration skills, and the ability to coordinate with

Qualifications

• Experience working in an administration role.
• Experience working with patients/customers over the telephone.
• Proficient knowledge and experience of Microsoft Office Packages.
• Excellent keyboard/IT skills.
• Excellent oral and written communication skills and manner.
• Commitment to delivering a high-quality patient experience.

Responsibilities

• Respond to patient enquiries by phone, online chat, SMS and email.
• Support patients through the booking process for initial consultations and fertility assessments.
• Register patients using the EPMS.
• Explain the fertility journey and set expectations for treatment.
• Meet monthly targets for patient contacts and enquiry conversions.
• Send welcome and information packs upon request.
• Liaise with clinics to fully resolve patient queries.
• Manage service authorisations for patients using private healthcare insurance.
• Raise and issue invoices for insured treatment packages.
• Invoice and collect payment for initial appointments.
• Maintain accurate and up-to-date patient records.
• Deliver personalised communication tailored to each patient.
• Conduct follow-up calls 24 hours after consultations or events to address remaining questions.

Skills

Administration

Customer service

Microsoft Office

Communication skills

Phone etiquette

Tools

Microsoft Office

Job description

TFP Fertility is seeking a compassionate Patient Care Executive to be the first point of contact for prospective patients at the Nottingham centre. You will handle inquiries via phone, email, chat and portal, guiding patients through bookings and the fertility journey with a patient-centric approach.

You will work 37.5 hours per week, Monday to Friday with Saturday shifts rotated 1:4. The role requires excellent communication, strong administration skills, and the ability to coordinate with