At a Glance
- Tasks: Lead a compassionate team to enhance patient experiences in their fertility journey.
- Company: Join TFP Fertility, a leading clinic dedicated to patient care and support.
- Benefits: Enjoy a competitive salary, generous holiday entitlement, and a dual contribution pension scheme.
- Other info: Flexible working hours with a supportive team culture.
- Why this job: Make a meaningful impact on individuals and families striving for parenthood.
- Qualifications: Experience in management and administration, with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
TFP Fertility is seeking a compassionate and inspiring leader to oversee the patient support team. This role is central to delivering an exceptional patient experience, ensuring every individual feels supported, informed, and cared for throughout their fertility journey. Leading and developing a dedicated patient support team, you will drive operational excellence, foster collaboration across multidisciplinary teams, and champion a culture of empathy, communication, and continuous improvement. Combining people leadership with a passion for patient advocacy, this is an opportunity to make a meaningful impact in helping individuals and families achieve their dreams of parenthood.
Clinic Information: Simply Fertility was established in 2013, and due to the passion, expertise and reputation of our team, has already grown into a leading fertility clinic. Providing treatment to both NHS and private patients, Simply Fertility performs approximately 400 fresh cycles and 300 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Chelmsford, adjacent to junction 17 of the A12, there is ample free parking for staff and patients at the front of the building.
Key Responsibilities
- Provide a visible, accessible and authoritative management presence who team members and patients can approach for non-clinical advice and support.
- Manage the patient support team and ensure the training needs of the team are identified through the annual appraisal process and produce a personal development plan for every member of the team.
- Monitor and manage annual leave, study leave and sickness absence for own team.
- Work with the patient support team to maintain a cohesive delivery of service to all new patients and referring parties.
- Facilitate good communication between all members of the multi-disciplinary team.
- Promote team building and teamwork engendering motivation and commitment to meeting Clinic objectives.
Operational
- Maintain Service Level and Answer levels for all phone calls to meet the companies KPI's.
- Gain a working knowledge of the specialist areas within the clinic enabling sympathetic communication to patients and effective support to the clinical teams.
- Formulate new policies as deemed necessary and set up systems for their implementation.
- Be one of the authorised budget holders for the patient support team, ensuring adequate stocks, supplies, and equipment for day to day working.
- Lead Patient Information Evening events, coordinating patient registrations and employee participation.
Quality Management
- Ensure that patient confidentiality is maintained at all times in line with Trust policy and HFEA Code of Practice.
- Ensure that all patient case notes and offices are kept secure in line with Unit protocols, HFEA regulations and ISO 9001:2008 Quality Management Standards.
- In conjunction with the Quality Manager instigate and audit ISO 9001:2008 - Quality Management Standards in defined patient support/administrative areas using relevant audit processes.
- In conjunction with the Quality Manager ensure that all documentation and information for patients is up to date and version controlled.
- Ensure that the clinic philosophy is adhered to in order to improve the quality of patient care, through patient advocacy and auditing of ISO 9001 quality management process in order to promote a holistic approach to care delivery.
The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties but does not preclude other projects that may arise as the organisation evolves.
Confidentiality
The post holder must maintain confidentiality of information about patients, employees, and other Company business in accordance with the National and European data protection legislation.
Education and Qualifications
- Educated to higher level.
Experience and Knowledge
- Experience working in an administration role in a management position.
- Proficient knowledge and experience of Microsoft Office Packages.
- Ability to make policy decisions and use own initiative and be innovation and able to prioritise effectively.
- Experience working with patients/customers both face-to-face and over the telephone.
- Skills & competencies normally associated with relevant administration experience.
Skills and Abilities
- Excellent keyboard/IT skills.
- Must possess the ability to work under pressure.
- Be comfortable asking for payments and taking payments from patients.
- 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.
- Ability to work to deadlines.
- Commitment to delivering a high-quality patient experience.
Desirables
- Formal administration, secretarial or business qualification or equivalent evidenced experience.
- Experience in health care setting.
- Be learning oriented and prepared to learn new skills.
Other
- Flexible, self-directed and self-motivated.
- Team oriented.
- High level of customer orientation.
- High level of resilience and empathy.
Location: TFP Simply Fertility - Chelmsford
Salary: Competitive (Depending on experience)
Working Hours: 37.5 hours per week. 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).
Head of Patient Experience & Support employer: Job Search Place Limited
At TFP Fertility, we pride ourselves on being an exceptional employer that values compassion and collaboration. Our supportive work culture fosters professional growth through continuous training and development opportunities, ensuring our team is equipped to provide outstanding patient care. Located in Chelmsford with ample free parking, we offer a competitive salary, generous holiday entitlement, and a dual contribution pension scheme, making us an ideal place for those looking to make a meaningful impact in the field of fertility support.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Patient Experience & Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and patient support sectors. Attend relevant events or webinars where you can meet potential employers and showcase your passion for patient advocacy.
✨Tip Number 2
Prepare for interviews by researching the clinic's values and recent developments. Show how your leadership style aligns with their mission to provide exceptional patient experiences. We want to see that you’re genuinely invested in making a difference!
✨Tip Number 3
Practice your communication skills! Since this role involves a lot of interaction with patients and teams, being able to convey empathy and clarity is key. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Patient Experience & Support
Some tips for your application 🫡
Show Your Passion for Patient Care:When writing your application, let your passion for patient advocacy shine through. We want to see how you can inspire and lead a team to provide exceptional support to patients on their fertility journey.
Tailor Your Experience:Make sure to highlight your relevant experience in management and patient support. We’re looking for someone who can demonstrate their ability to foster collaboration and drive operational excellence, so be specific about your achievements!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to communicate your skills and experiences, as we appreciate clarity and directness in our team members.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Simply Fertility.
How to prepare for a job interview at Job Search Place Limited
✨Know the Company Inside Out
Before your interview, take some time to research TFP Fertility and Simply Fertility. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Showcase Your Leadership Skills
As a candidate for the Head of Patient Experience & Support, it's crucial to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully managed teams, improved patient care, or implemented new policies. Be ready to discuss how you foster collaboration and motivate your team.
✨Emphasise Empathy and Communication
Given the nature of this role, highlighting your ability to communicate effectively and empathetically with patients is key. Think of specific instances where you've gone above and beyond to support someone in a challenging situation. This will illustrate your commitment to delivering an exceptional patient experience.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the team dynamics, the clinic's future goals, and how they measure success in patient support. This shows that you're not just interested in the job, but also in how you can contribute to the clinic's mission.
