Patient Support Associate

TFP Fertility; Maidenhead; On-site; GBP 60,000 - 80,000; Part time

Job summary

A leading fertility services provider in Maidenhead is seeking a dedicated Patient Support team member. You will deliver exceptional customer service and assist patients throughout their fertility journey, managing enquiries via phone and email. The role requires strong communication skills, a commitment to patient care, and the ability to efficiently process referrals. This permanent part-time position offers flexible hours, a competitive salary, and benefits including a dual contribution pension scheme and generous holiday entitlement.

Benefits

Dual contribution pension scheme

27 Days + Bank holidays (pro rata)

Qualifications

• Experience working in an administration role.
• Experience working with customers face-to-face and over the telephone.
• Ability to handle patients' inquiries effectively.
• Comfortable asking for and processing payments.

Responsibilities

• Manage initial patient inquiries via telephone/email.
• Process GP, consultant, and self-referrals efficiently.
• Ensure clear communication with satellite clinics.
• Document all patient interactions in the database.

Skills

Excellent oral and written communication skills

Time management skills

Customer orientation

Resilience and empathy

Proficiency in Microsoft Office

Education

Educated to Higher Level

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, Poland and 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’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 permanent part‑time position.

22.5 or 30 hours per week over 2/3 days - shifts will be 7.5 hours per day between 08.00-18.00.

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

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 Thames Valley Fertility - Maidenhead

Salary: Competitive (Depending on experience)

Working Hours: 22.5 - 30

Pension: Dual contribution pension scheme

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