Patient Service Advisor

TFP Fertility Group

Long Eaton

On-site

GBP 23,000 - 32,000

Full time

10 days ago

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Benefits offered by this job

Free parking on site

Pension scheme - dual contribution

27 days + bank holidays (pro rata)

Job summary

TFP Fertility Group is seeking a dedicated Patient Care Executive to be the first contact for prospective patients at our Nottingham centre. You will balance compassionate service with a sales-through-service approach, guiding patients through bookings, payments and information requests.

You will handle high volumes of calls, emails and webchats, register patients, and support administrative tasks while maintaining strict confidentiality and accuracy in patient records.

Qualifications

Experience in administration and customer service roles.
Proficient in Microsoft Office and data handling.
Strong phone and email communication skills.

Responsibilities

Respond to patient enquiries via phone, chat, email and in person.
Assist with booking initial consultations and fertility assessments.
Maintain accurate patient records in the EPMS.
Process payments and manage invoices for initial appointments.
Ensure clear handover to clinical teams and smooth follow-ups.

Skills

Administration

Customer service

Telephone communication

Microsoft Office

Tools

EPMS

Invoicing systems

Job description

Job Description

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!

Job Description

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

We are looking for a compassionate and professional Patient Care Executive to be the first point of contact for prospective patients. While no medical expertise is required, you will be trained to use a sales-through-service approach.

You will handle sensitive conversations about fertility and reproductive health, always maintaining a friendly, patient-focused attitude to enhance the patient experience. You’ll manage a high volume of inbound and outbound calls, emails, and webchats, booking appointments and offering solutions where needed.

Your role will also involve completing daily tasks, accurately processing transactions, and directing patient inquiries to the appropriate team when necessary. You’ll assist with administrative duties, such as registering patients for events, processing payments, and updating patient records.

At TFP‑Fertility, teamwork is essential, and we strive to deliver positive outcomes for every patient. If you're passionate about providing excellent service and being part of a supportive team, we’d love to hear from you!

The position is full-time working 37.5 hours per week - Monday to Friday - shifts will be between 08.00-18.00

Saturday working will be required on rotation of 1:4

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

New Patient Enquiries

Respond to patient enquiries received via phone, online chat, SMS and email
Support patients through the booking process for initial consultations and fertility assessments
Ensure that all customer contacts are responded to quickly and with the utmost professionalism and customer focus
Discuss fertility, and male and female reproductive processes confidently and professionally
Meet monthly targets for patient’s contacts and enquiry conversions and bookings
Send welcome and information packs upon request
Register patients using the Electronic Patient Management System (EPMS)
Explain the fertility journey and set expectations for treatment
Provide information on success rates and pricing for different treatments
Conduct structured follow-ups at defined intervals
Schedule appointments through the EPMS
Ensure smooth handover of care to clinical teams once bookings are confirmed
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 any remaining questions and gather feedback

Overflow Patient Support

Handle incoming calls where the clinics are unable to do so
Respond to patient requests efficiently and professionally
Maintain clear communication with all clinics to ensure continuity of care
Guide new patients through processes and initiate portal registrations
Maintain ongoing communication with clinic-based Patient Support teams to ensure smooth transitions

Administrative Tasks

Complete billing follow-up processes for cryo-storage, BUPA and AXA
Monitor and respond to communications (orders) within the EPMS
Complete all follow-up calls and emails in a timely manner
Call patients who have registered for Patient Information Events to understand next steps for the potential patient
Manage and respond to the patient inboxes
Register new enquiries received from the website onto the EPMS
Ensure proper filing and accuracy of patient records and correspondence
Be proficient in using the patient database, appointment booking, and invoicing systems
Document all patient interactions clearly in the system
Upload and allocate documentation including notes and invoices to patient files

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 and GDPR legislation.

Job Requirements

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