Patient Support Associate - Part-time

TFP Fertility Group; Belfast City District; On-site; GBP 18,000 - 24,000; Part time

Job summary

TFP Belfast Fertility is seeking a Patient Support team member to provide excellent customer care and efficient administration for patients at the Belfast clinic. You will be the central point for patients, staff and visitors, handling enquiries in person, by telephone and by email.

Role focuses on delivering a first-class patient experience, assisting with funding, appointments, tests and steps in the fertility journey, and working with satellite services to ensure timely responses.

Qualifications

• Educated to Higher Level
• Experience working in an administration role.
• Experience working with patients / customers both face-to-face and over the telephone
• 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

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.

Skills

Customer service

Administration

Microsoft Office

Communication

Time management

Empathy

Payment handling

Education

Higher level education

Tools

Patient database

Invoicing system

Document scanning

Job description

We at TFP, are looking for brilliant minds and passionate hearts to help us shape the future of fertility. We are one of the largest fertility service providers in Europe operating our IVF clinics and egg/sperm freezing banks in the UK and Poland. We have embarked on the mission to use technology to provide patients 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 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence.

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 Belfast 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 part-time position working 22.5 hours per week - over 3 days

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

The Location:

Belfast Fertility was established in 2013 and is Northern Ireland’s longeststanding private IVF clinic. Due to the passion, expertise and reputation of ourteam, Belfast Fertility has grown and now performs approximately 500 freshcycles and 400 frozen cycles per year. Conveniently located in a business parksetting on the outskirts of Belfast, adjacent to J1 of the M2, there is ample freeparking for staff & patients at the front of the building. Belfast Fertility was awarded Northern Irelands Fertility Clinic of the Year 2022at the prestigious GHP Healthcare and Pharma awards.

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 Belfast Fertility

Salary:Competitive (Depending on experience)

Working Hours:22.5

Shift times are 09.00-17.00

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

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays (pro rata)