At a Glance
- Tasks: Provide exceptional customer care and support patients on their fertility journey.
- Company: Join TFP, a leading fertility service provider in Europe with a passion for changing lives.
- Benefits: Competitive salary, pension scheme, 27 days holiday, and opportunities for personal development.
- Other info: Flexible hours available, with both full and part-time roles considered.
- Why this job: Make a real difference in people's lives while working in a supportive and innovative environment.
- Qualifications: Higher education and experience in administration or customer service required.
The predicted salary is between 30000 - 40000 £ per year.
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 and Poland. 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! At TFP, we offer all our patients the care, understanding and expertise that help to bring dreams to life. We are passionate about what we do, which reflects our commitment to creating lives and changing lives. Science research and innovation are key to how we work and have led to us 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.
Are you passionate about delivering exceptional customer service? Could you help support our patients along every step of their journey? We’d love to hear from you. We’re looking for someone to join our amazing 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 our TFP Fertility Clinic. Working as part of a close-knit team, you will be the central point for our 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 our satellite services, local NHS Consultants and any other related organisations to help answer their queries promptly and efficiently. We’re passionate about helping our teams to be at their best, so we’ll work with you to ensure you’re fully supported both 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.
Hours and Location
Both full and part-time applications will be considered – please specify your preferred hour of work in your application. Hours will be between 09:00-17:00. There will be a weekend and evening shift required on a rotational basis of 1:4. The Location: Boston Place Fertility, Marylebone - London. Boston Place was established in 2013 and provides treatment to private patients in contemporary surroundings. The clinic performs approximately 300 fresh cycles and 200 frozen cycles per year and offers a full suite of treatment and diagnostic services, whilst specialising in PGT. The clinic is conveniently located adjacent to Marylebone Station in central London.
Key Responsibilities
- Greeting patients warmly and professionally
- Promptly and professionally managing initial enquiries in person and via telephone/email within 24 hours of receipt
- Effective processing of all GP, consultant and self-referrals within 3 days
- Dealing with all satellite clinics and ensuring that communication is of a high standard to deliver a seamless patient pathway
- Explaining the processes to new patients and those seeking treatment
- Ensuring that patients’ records and correspondence are correctly filed
- To be conversant with the patient database for recording and maintaining patient information, including the appointment and invoicing system
- Ensuring that all communication with the patient is documented in the patient database
- Ensuring that money has been received for all appointments that require to be paid for in advance and follow up where necessary
- To carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system
Qualifications And Experience
- Educated to Higher Level
- Experience working in an administration role
- Experience working with patients/customers both face-to-face and over the telephone
- Skills & 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 Boston Place Fertility, Marylebone - London
Salary
Competitive (Depending on experience)
Working Hours
22.5-37.5 hours
Pension and Benefits
Pension: Dual contribution pension scheme
Holiday Entitlement: 27 days + Bank holidays pro rata
Patient Support Associate/Receptionist employer: TFP Fertility Group
At TFP Fertility, we pride ourselves on being a leading employer in the fertility sector, offering a supportive and collaborative work environment at our Boston Place clinic in Marylebone, London. Our commitment to employee growth is reflected in our tailored development programmes, while our competitive benefits package, including a dual contribution pension scheme and generous holiday entitlement, ensures that our team members feel valued and motivated. Join us in making a meaningful impact on patients' lives as part of a passionate team dedicated to excellence in fertility care.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Support Associate/Receptionist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on TFP Fertility. Understand their mission and values, especially how they focus on patient care and innovative treatments. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing exceptional support to patients, think of examples from your past experiences where you’ve gone above and beyond for customers. Be ready to share these stories during your interview to demonstrate your commitment to high-quality service.
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look professional and approachable. A smart outfit can help convey your enthusiasm for the role and show that you take the opportunity seriously. Plus, it’ll boost your confidence when you walk into that interview!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the position. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the Patient Support team at TFP.
We think you need these skills to ace Patient Support Associate/Receptionist
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for customer service and helping others shine through. We want to see how your heart aligns with our mission at TFP Fertility!
Tailor Your CV:Make sure to customise your CV to highlight relevant experience in administration and customer care. We love seeing how your skills can contribute to our amazing Patient Support team!
Be Clear and Concise:Keep your application clear and to the point. We appreciate straightforward communication, so make sure to express your qualifications and enthusiasm without any fluff!
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 this exciting opportunity at TFP.
How to prepare for a job interview at TFP Fertility Group
✨Know the Company Inside Out
Before your interview, take some time to research TFP Fertility. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Customer Service Skills
As a Patient Support Associate, exceptional customer service is key. Prepare examples from your past experiences where you’ve gone above and beyond for a customer or patient. Highlight your ability to handle enquiries with empathy and professionalism.
✨Practice Common Interview Questions
Anticipate questions related to your experience in administration and working with patients. Be ready to discuss how you manage time effectively and deal with challenging situations. Practising these responses can help you feel more confident during the interview.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, opportunities for professional development, or how TFP measures success in patient care. This shows your enthusiasm and helps you gauge if the role is the right fit for you.
