Patient Support Associate - Part time

TFP Fertility; Chelmsford; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading fertility service provider in Chelmsford is seeking a Patient Support team member for a part-time role (15 hours/week). Your responsibilities include managing enquiries, providing exceptional customer care, and assisting patients throughout their journey. Candidates should have administration experience, strong communication skills, and proficiency in Microsoft Office. The position offers a competitive salary and benefits, including a dual contribution pension scheme and holiday entitlement.

Benefits

Dual contribution pension scheme

27 days holiday + Bank holidays pro-rata

Qualifications

• Experience working with patients/customers both face-to-face and over the telephone.
• Skills & competencies normally associated with relevant administration experience.
• Comfortable asking for payments and taking payments from patients.

Responsibilities

• Promptly and professionally manage initial enquiries via telephone/email within 24 hours.
• Effectively process all GP, consultant and self-referrals within 3 days.
• Ensure that patients’ records and correspondence are correctly filed.

Skills

Excellent oral and written communication skills

Experience working in an administration role

Proficient knowledge and experience of Microsoft Office Packages

Excellent time management skills

High level of customer orientation

High level of resilience and empathy

Education

Educated to Higher Level

Job description

The Role

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, Poland and the Netherlands. 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 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 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.

Contract & Hours

This is a part‑time position working 15 hours per week over 2 days.

The position is available as a 12‑month fixed‑term contract.

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

Location

Simply Fertility was established in 2013 and has grown into a leading fertility clinic, providing treatment to both NHS and private patients. The clinic performs approximately 400 fresh cycles and 300 frozen cycles per year and is conveniently located on the outskirts of Chelmsford, adjacent to junction 17 of the A12, with ample free parking for staff and patients at the front of the building.

Key Responsibilities

• Promptly and professionally manage initial enquiries via telephone/email within 24 hours of receipt.
• Effectively process all GP, consultant and self‑referrals within 3 days.
• Deal with all satellite clinics and ensure communication is of a high standard to deliver a seamless patient pathway.
• Explain the processes to new patients and those seeking treatment.
• Ensure that patients’ records and correspondence are correctly filed.
• Be conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system.
• Ensure that all communication with the patient is documented in the patient database.
• Ensure that money has been received for all appointments that require payment in advance and follow up where necessary.
• 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.
• Comfortable asking for payments and taking payments from patients.
• High level of customer orientation.
• High level of resilience and empathy.

Salary & Benefits

Salary: Competitive (depending on experience).

Pension: Dual contribution pension scheme.

Holiday Entitlement: 27 days* + Bank holidays* pro‑rata.

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