Patient Support Associate

At TFP Fertility, we 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 the Netherlands. Our mission is to use technology to provide patients with a memorable, best‑in‑class fertility journey that leads to the best outcome starting a family.

Role

You will join our Patient Support team, providing exceptional customer care and efficient administration for all our patients. Your focus will be delivering first‑class customer experience at our TFP Fertility Clinic, handling a broad range of enquiries in person, by telephone and email, and assisting patients with queries including funding, appointments, test results and the steps they will take along the fertility journey.

Key Responsibilities

• Promptly and professionally manage initial enquiries via telephone and email within 24 hours of receipt.
• Effectively process all GP, consultant and self‑referrals within 3 days.
• Communicate with satellite clinics to ensure a seamless patient pathway.
• Explain processes to new patients and those seeking treatment.
• Maintain patient records, correspondence and invoicing accurately.
• Use the patient database to record and maintain patient information, including appointments and invoicing.
• Document all communication with patients in the patient database.
• Confirm receipt of payment for all advance‑paid appointments and follow up where necessary.
• Scan and allocate patient notes, invoices and other paperwork into the computer system.

Qualifications and Experience

• Higher education level (degree or equivalent).
• Experience in an administration role, preferably in healthcare.
• Experience working with patients/customers both face‑to‑face and over the telephone.
• Proficiency with Microsoft Office packages.
• Excellent keyboard, IT and written communication skills.
• Strong oral communication and customer service skills.
• Excellent time‑management and organisational skills.
• Commitment to delivering a high‑quality patient experience.
• Comfortable asking for and taking payments from patients.
• High level of customer orientation, resilience and empathy.

Salary, Hours and Benefits

• Competitive salary (depending on experience).
• Working hours: 37.5 per week, with a rotational evening and weekend shift schedule (1:4).
• Pensions: dual contribution scheme.
• Holiday entitlement: 27 days plus bank holidays pro rata.

Location Thames Valley Fertility – Maidenhead, United Kingdom. Conveniently located on the outskirts of Maidenhead, adjacent to junction 8/9 of the M4.