Patient Support Associate

TFP Fertility Group; Nottingham; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

27 days holiday + bank holidays

Free staff parking

Job summary

Nurture Fertility Nottingham is seeking a dedicated Patient Support Administrator to deliver outstanding customer care and efficient admin services for our patients. Join a close-knit team, handling enquiries in person, by phone and email, assisting with funding, appointments and test results, and supporting the patient journey with professionalism and empathy.

This is a full-time role with 37.5 hours weekly and rotating evening/weekend shifts.

Qualifications

• Educated to a higher level with strong admin skills.
• Experience handling patient or customer enquiries in person, phone or email.
• Proficient with Microsoft Office and IT systems.

Responsibilities

• Promptly and professionally manage initial enquiries via telephone/email within 24 hours.
• Process referrals and patient records to ensure a smooth pathway.
• Coordinate with satellite clinics and NHS consultants for timely information.
• Explain processes to new patients and those seeking treatment.
• Ensure patient records and correspondence are filed accurately.
• Record appointment and invoicing information in the patient database.
• Document all communications with patients in the database.
• Collect payments for prepaid appointments and follow up as needed.

Skills

Customer service

Administration

Microsoft Office

Communication skills

Time management

Payment handling

Education

Higher level education

Job description

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 Support team, providing exceptional 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 Clinic. Working as part of a close-knit team, you will be the central point for our patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email.

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

This is a full-time role working 37.5 hours per week Monday - Friday

There will be a weekend and evening shift required on a rotational basis of 1:4

The Location

Nurture Fertility 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. 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

• Promptly and professionally managing initial enquiries via telephone/email within 24 hours of receipt.


• Effective processing of all GP, consultant and self-referrals within 3 days.


• Dealing with all satellite clinics and ensuring that communication is of a high standard to deliver a seamless patient pathway.


• Explaining the processes to new patients and those seeking treatment.


• Ensuring that patients’ records and correspondence are correctly filed.


• To be conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system.


• Ensuring that all communication with the patient is documented in the patient database.


• Ensuring that money has been received for all appointments that require to be paid for in advance and follow up where necessary.


• To carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system.

Qualifications and Experience

• Educated to Higher Level


• Experience working in an administration role.


• Experience working with patients / customers both face-to-face and 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 and face-to-face


• 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 Nurture Fertility - Nottingham

Salary: Competitive (Depending on experience)

Working Hours: 37.5 per week

There will be an evening and weekend shift required on a rotational basis of 1:4

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 days + Bank holidays pro rata