Patient Support Associate in Oxford

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 IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. Our mission is to use technology to provide patients with a memorable best‑in‑class fertility journey that leads to the best outcome when starting a family. At TFP, we offer all patients care, understanding and expertise that bring dreams to life. We are passionate about what we do, reflecting our commitment to creating and changing lives. Science, research and innovation are key to our work and have led to 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 involves being part of our Patient Support team, providing exceptional customer care and efficient administration for all patients. Your focus will be delivering first‑class customer experience at our TFP Fertility Clinic. Working as part of a close‑knit team, you will be the central point for patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email. You’ll assist patients with a range of queries including funding, appointments, test results and the steps of their fertility journey. You’ll work closely with satellite services, local NHS consultants and other organisations to answer queries promptly and efficiently. We’ll support you personally and professionally, providing opportunities to develop your skills and experience within Patient Support.

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.
• Coordinate with all satellite clinics and ensure high‑standard communication to deliver a seamless patient pathway.
• Explain processes to new patients and those seeking treatment.
• Ensure patients’ records and correspondence are correctly filed.
• Record and maintain patient information in the patient database, including the appointment and invoicing system.
• Document all communication with patients in the patient database.
• Confirm all payments for appointments are received in advance and follow up where necessary.
• Scan and allocate patient notes, invoices and other paperwork into the computer system.

Qualifications and experience:

• Higher‑level education.
• Experience in an administration role.
• Experience working with patients/customers both face‑to‑face and over the telephone.
• Relevant administration skills and competencies.
• 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 requesting and receiving payments from patients.
• High level of customer orientation.
• High level of resilience and empathy.

Location: Oxford Fertility, TFP Oxford Fertility. Oxford Fertility was established in 1992 and is one of the UK’s longest‑standing and largest IVF clinics. Located in a business park on the outskirts of Oxford, close to junction 8a of the M40, the clinic offers ample free parking for patients and staff.

Salary: Competitive, depending on experience.

Working hours: Full time, 37.5 hours per week. There will be a weekend and evening shift required on a rotational basis of 1:4.

Pension: Dual contribution pension scheme.

Holiday entitlement: 27 days + bank holidays pro rata.