Patient Support Associate - 12 Month Fixed Term Contract in Glasgow

Job Description

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 and Poland. Our mission is to use technology to provide patients with a memorable best‑in‑class fertility journey that leads to the best outcome in starting a family.

The Role

Are you passionate about delivering exceptional customer service? Could you help support our patients along every step of their journey? We’re looking for someone to join our Patient Support team, providing exceptional customer care and an efficient administration service for all our patients.

Your focus in this role will be providing first‑class customer experience at the 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 broad range of queries including funding, appointments, test results and the different steps they’ll be taking along the fertility journey. You’ll work closely with satellite services, local NHS consultants and related organisations to help answer their queries promptly and efficiently. We’re passionate about helping our teams be at their best, so we’ll work with you to ensure you’re fully supported personally and professionally. With opportunities to develop within your role in Patient Support, you’ll work to a programme to build your skills and experience.

This is a full‑time position working 37.5 hours per week. There will be an evening shift required on a rotational basis of 1:4. This position is available as a 12‑month fixed‑term contract.

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.
• Deal with all satellite clinics and ensure that communication is of a high standard to deliver a seamless patient pathway.
• Explain the processes to new patients and those seeking treatment.
• Ensure that patients’ records and correspondence are correctly filed.
• Be conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system.
• Ensure that all communication with the patient is documented in the patient database.
• Ensure that money has been received for all appointments that require to be paid for in advance and follow up where necessary.
• Carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system.

Qualifications and Experience

• Educated to a higher level.
• Experience working in an administration role.
• Experience working with patients/customers both face‑to‑face and over the telephone.
• Skills and competencies normally associated with relevant administration experience.
• 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.
• Be comfortable asking for payments and taking payments from patients.
• High level of customer orientation.
• High level of resilience and empathy.

Location

TFP GCRM Fertility – Glasgow. Conveniently located in a business park on the outskirts of Glasgow, adjacent to junction 25 of the M8, with ample free parking for staff and patients.

Salary

Competitive (depending on experience).

Working Hours

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

Pension

Dual contribution pension scheme.

Holiday Entitlement

27 days + bank holidays pro rata.