At a Glance
- Tasks: Lead a compassionate team to support patients on their fertility journey.
- Company: Join TFP Fertility, a leading clinic dedicated to patient care.
- Benefits: Competitive salary, generous holiday entitlement, and a dual contribution pension scheme.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives by helping them achieve their dreams of parenthood.
- Qualifications: Experience in management and administration, with strong communication skills.
The predicted salary is between 35000 - 45000 £ 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 priorities 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).
Patient Support Manager employer: Job Search Place Limited
At TFP Fertility, we pride ourselves on being an exceptional employer that values compassion and teamwork. Our supportive work culture fosters professional growth through continuous training and development opportunities, ensuring our staff are well-equipped to provide outstanding patient care. Located conveniently in Chelmsford with ample free parking, we offer a competitive salary, generous holiday entitlement, and a dual contribution pension scheme, making us an attractive choice 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 Patient Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and fertility sectors. Attend relevant events or webinars where you can meet potential employers or colleagues. Remember, sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching the clinic and its values. Understand their approach to patient care and think about how your experience aligns with their mission. This will help you stand out as a candidate who truly cares about the role.
✨Tip Number 3
Practice your communication skills! As a Patient Support Manager, you'll need to convey empathy and clarity. Role-play common interview questions with a friend or family member to boost your confidence and refine your responses.
✨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. Good luck!
We think you need these skills to ace Patient Support Manager
Some tips for your application 🫡
Show Your Passion: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 past roles.
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language to communicate your skills and experiences. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Simply Fertility!
How to prepare for a job interview at Job Search Place Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Patient Support Manager role. Familiarise yourself with the key responsibilities and how they align with your experience. This will help you articulate how you can contribute to delivering an exceptional patient experience.
✨Showcase Your Empathy
As this role is all about supporting patients through their fertility journey, be prepared to share examples of how you've demonstrated empathy in previous roles. Highlight any experiences where you've gone above and beyond to ensure someone felt cared for and supported.
✨Prepare for Team Dynamics Questions
Expect questions about teamwork and collaboration, as you'll be leading a dedicated patient support team. Think of specific instances where you've fostered teamwork or resolved conflicts within a team. This will show your ability to promote a positive team culture.
✨Demonstrate Your Operational Knowledge
Since operational excellence is key in this role, brush up on relevant policies and procedures that might apply. Be ready to discuss how you would manage service levels and maintain quality standards, showcasing your understanding of the clinic's operational needs.
