Patient Support Manager

TFP Fertility is seeking a compassionate and inspiring leader to oversee the patient support team. This role is central to delivering an exceptional patient experience, ensuring every individual feels supported, informed, and cared for throughout their fertility journey. Leading and developing a dedicated patient support team, you will drive operational excellence, foster collaboration across multidisciplinary teams, and champion a culture of empathy, communication, and continuous improvement. Combining people leadership with a passion for patient advocacy, this is an opportunity to make a meaningful impact in helping individuals and families achieve their dreams of parenthood.

Clinic Information: Simply Fertility was established in 2013, and due to the passion, expertise and reputation of our team, has already grown into a leading fertility clinic. Providing treatment to both NHS and private patients, Simply Fertility performs approximately 400 fresh cycles and 300 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Chelmsford, adjacent to junction 17 of the A12, there is ample free parking for staff and patients at the front of the building.

Key Responsibilities

• Management: Provide a visible, accessible and authoritative management presence who team members and patients can approach for non-clinical advice and support. Manage the patient support team and ensure the training needs of the team are identified through the annual appraisal process and produce a personal development plan for every member of the team. Monitor and manage annual leave, study leave and sickness absence for own team. Work with the patient support team to maintain a cohesive delivery of service to all new patients and referring parties. Facilitate good communication between all members of the multi-disciplinary team. Promote team building and teamwork engendering motivation and commitment to meeting Clinic objectives.
• Operational: Maintain Service Level and Answer levels for all phone calls to meet the companies KPI’s. Gain a working knowledge of the specialist areas within the clinic enabling sympathetic communication to patients and effective support to the clinical teams. Formulate new policies as deemed necessary and set up systems for their implementation. Be one of the authorised budget holders for the patient support team, ensuring adequate stocks, supplies, and equipment for day to day working. Lead Patient Information Evening events, coordinating patient registrations and employee participation.
• Quality Management: Ensure that patient confidentiality is maintained at all times in line with Trust policy and HFEA Code of Practice. Ensure that all patient case notes and offices are kept secure in line with Unit protocols, HFEA regulations and ISO 9001:2008 Quality Management Standards. In conjunction with the Quality Manager instigate and audit ISO 9001:2008 - Quality Management Standards in defined patient support/administrative areas using relevant audit processes. In conjunction with the Quality Manager ensure that all documentation and information for patients is up to date and version controlled. Ensure that the clinic philosophy is adhered to in order to improve the quality of patient care, through patient advocacy and auditing of ISO 9001 quality management process in order to promote a holistic approach to care delivery.

The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties but does not preclude other projects that may arise as the organisation evolves.

Confidentiality: The post holder must maintain confidentiality of information about patients, employees, and other Company business in accordance with the National and European data protection legislation.

Education and Qualifications: Educated to higher level.

Experience and knowledge: Experience working in an administration role in a management position. Proficient knowledge and experience of Microsoft Office Packages. Ability to make policy decisions and use own initiative and be innovation and able to prioritise effectively. Experience working with patients/customers both face-to-face and over the telephone.