Patient Support ICB Quality Co-ordinator 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 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!

The role focuses on delivering a first‐class patient experience while providing high‐quality customer care and efficient administrative support. Acting as a central point of contact for patients, staff and visitors, the role involves handling a wide range of enquiries in person, by telephone and email, supporting patients with queries relating to funding, appointments, test results and the different stages of their fertility journey.

The role also includes managing quality queries and reporting for all ten Integrated Care Boards (ICBs), ensuring compliance with contractual requirements and maintaining strong relationships with NHS Contract Managers and Commissioners. Working closely with satellite services, local NHS Consultants and internal teams—including the Patient Services Manager, Quality Manager, Finance Officer and General Manager—the position supports effective contract management, timely responses to patient enquiries and continuity of care across commissioned services. As part of a collaborative and supportive environment, the role offers opportunities for professional development and skill building within Patient Support.

This is a full‐time position working 37.5 hours per week; however part‐time options may be considered for the right candidate.

Key Responsibilities:

• Promptly and professionally manage initial enquiries via telephone and email within 24 hours of receipt, explaining processes to new patients and those seeking treatment.
• Effectively process all GP, consultant and self‐referrals within 3 days.
• Deal with all satellite clinics and ensure communication is of a high standard to deliver a seamless patient pathway.
• Ensure that patients' records and correspondence are correctly filed and that all communication with patients is documented in the patient database.
• Be conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system.
• Carry out the scanning and allocation of patient notes, invoices and other paperwork into the computer system as required.
• Manage IDEAS administration, including mail merges for non‐lab documents and checking patient records when orders are received following Oxford TPA.
• Keep systems such as Basecamp updated with new information, including revised consent forms and patient information for satellite clinics.
• Ensure that payment has been received for all appointments requiring advance payment and follow up where necessary.
• Support the Patient Services Manager (PSM) with administration of the monthly cryo billing reports and review of the month‐end deferred revenue/income list.
• Managing all ICB quality queries and reporting monthly, quarterly, 6‐monthly and annually as per the schedules for each ICB.
• Attend ICB review meetings as per schedule.
• Clinic KPI's for month end and ICB reporting.
• Support the PSM and HOD's with Q‐Pulse document control and support all HOD's in auditing throughout the clinic as a trained auditor.
• Live Legal Parenthood Audit, including checking paper consents for donor treatment received from satellites.

Qualifications and Experience:

Essential:

• Educated to higher level or equivalent relevant experience.
• Skills and competencies normally associated with relevant administrative experience.
• Ability to communicate effectively with staff and patients over the telephone and face‐to‐face.
• Commitment to delivering a high‐quality patient experience.
• Proficient knowledge and experience of Microsoft Office packages.
• Experience of working within a complex organisational structure.
• Excellent keyboard and IT skills.
• Excellent time management skills.
• Ability to work under pressure.
• Ability to work to deadlines.
• Methodical approach with excellent organisational skills and attention to detail.
• Ability to work autonomously as well as collaboratively within a team.
• Advanced numeracy and analytical skills with the ability to undertake data analysis.
• Strong problem‐solving ability.

Desirable:

• Knowledge of ICB contracting and reporting.
• Audit training.
• Previous healthcare experience.
• Understanding of assisted conception processes and terminology.

Additional Information:

• Salary: Competitive (Depending on experience)
• Working Hours: 37.5 hours per week. Monday to Friday. Evening and weekend working required on a rotation of approximately 1:4.
• Pension: Dual contribution pension scheme.
• Holiday Entitlement: 27 days + Bank holidays.