Level 3 Customer Service Specialist – Care Fertility in Warrington

As a Patient Services Executive (Customer Service Specialist), you will regularly speak to patients on the phone and be the first to welcome a patient into the clinic; you will represent Care Fertility in your friendly and professional manner. You will be confident and capable, willing to go the extra mile to deliver customer service excellence and create lasting impressions. You will act as a host to patients in clinic and therefore maintain an active presence in the reception and waiting areas. As the first point of contact for all our patients, you will be approachable, proactive and committed to delivering a high standard of service that reflects the quality and care we strive to provide. You are caring, patient focused and committed to do your best. As a member of the Care Family, you will carry out your roles in a way that supports and delivers our shared values of Compassion, Collaboration and Expertise.

To apply you need: Please send a CV and covering letter to express your interest in this vacancy.

Customer Service Responsibilities

• Act as the first point of contact for patients and visitors, delivering a professional and welcoming experience.
• Maintain a clean, organised reception and waiting area, including refreshment facilities.
• Monitor clinic lists and communicate delays with empathy and clarity.
• Respond to incoming calls and messages (including via Salve App) with a focus on first-time resolution.
• Liaise with clinical and administrative teams to support patient needs.

Administrative Duties

• Use digital platforms to book appointments, tests, and investigations; take payments and issue receipts.
• Register new NHS referrals and manage their administrative pathway.
• Prepare clinics for doctors, ensuring all documentation is complete.
• Handle inbound/outbound calls in line with KPIs.
• Issue accurate patient information, cost estimates, invoices, and consents at appropriate stages.
• Provide medical records in line with policy and assist with archiving and scanning documentation.

Systems & Record Keeping

• Maintain accurate, timely patient records using Care’s digital systems.
• Update demographic details and communication logs.
• Use the CIS Patient Dashboard to manage patient progress and status.

Financial Transactions

• Take payments, issue invoices, and chase outstanding accounts.
• Handle financial queries professionally and escalate when necessary.

Team Collaboration

• Support colleagues with documentation, appointments, and patient communication.
• Work closely with Central Carepals and wider teams to ensure seamless service.
• Participate in team meetings, forums, and development projects.

Information & Advice

• Provide inclusive, compassionate care that meets diverse patient needs.
• Stay informed on regulatory frameworks through induction, training, and competency assessments.

Governance & Safety

• Follow standard operating procedures and maintain accurate records.
• Comply with HFEA Code of Conduct, Care SOPs, infection control, safeguarding, and health & safety policies.
• Use Datix to report incidents and near misses, promoting a culture of learning and integrity.
• Complete mandatory training and engage with learning pathways.

Confidentiality & Data Protection

• Handle patient data responsibly, in line with GDPR 2016 and the Data Protection Act 2018.
• Maintain confidentiality in accordance with HFEA and Care’s SOPs.

Professional Development

• Stay up to date with clinical protocols and SOPs.
• Engage in personal development reviews and competency assessments.
• Take ownership of learning, skill development, and revalidation.

Team Member Responsibilities

• Collaborates effectively with colleagues to achieve shared goals and objectives.
• Communicates openly and professionally to foster a supportive team environment.
• Contributes ideas and takes on other people’s views and opinions to enhance team performance and problem-solving.
• Respects diverse perspectives and values the strengths of others.
• Exhibits Care’s core values and behaviours.

Key Attributes

• Friendly, approachable, and positive attitude.
• Passionate about delivering a memorable patient experience.
• Compassionate and empathetic in all interactions.
• Professional and confident in handling sensitive information.
• Able to remain calm and focused in a fast-paced environment.
• Committed to the organisation’s values of Compassion, Collaboration, and Expertise.

Education & Qualifications Essentials

• GCSEs (or equivalent) in English and Maths (essential).
• Customer service or administration training (desirable).

Skills & Experience

• Proven experience in a patient facing or customer service role.
• Experience of working in a front of house/reception role.
• Experience supporting high-value customers or working in a healthcare setting.
• Exemplary communication skills – polite, courteous, and professional.
• High level of attention to detail, particularly in data entry and patient registration.
• Competence in using IT systems and managing patient records.
• Ability to work collaboratively across clinical and administrative teams.
• Experience in a fertility clinic or similar healthcare environment.
• Understanding of patient confidentiality and data protection principles.
• Familiarity with clinical terminology or patient management systems.