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- Tasks: Provide exceptional customer support to patients on their fertility journey.
- Company: Join TFP, a leading fertility service provider in Europe.
- Benefits: Competitive salary, pension scheme, and generous holiday entitlement.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Higher level education and experience in administration or customer service.
- Other info: Part-time role with flexible shifts and opportunities for personal growth.
The predicted salary is between 13 - 16 £ per hour.
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! 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.
The Role: 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’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. This is a permanent part‑time position. 22.5 or 30 hours per week over 2/3 days - shifts will be 7.5 hours per day between 08.00-18.00. There will be an evening and weekend shift required on a rotational basis of 1:4.
Key Responsibilities:
- Promptly and professionally managing initial enquiries 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 Thames Valley Fertility - Maidenhead
Salary: Competitive (Depending on experience)
Working Hours: 22.5 - 30
Pension: Dual contribution pension scheme
Holiday Entitlement: 27 Days + Bank holidays (pro rata)
Patient Support Associate - Part Time in Maidenhead employer: The Fertility Partnership
Contact Detail:
The Fertility Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Support Associate - Part Time in Maidenhead
✨Tip Number 1
Get to know the company! Research TFP Fertility and understand their mission and values. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing exceptional care, think of examples from your past experiences where you went above and beyond for a customer or patient.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the TFP team!
We think you need these skills to ace Patient Support Associate - Part Time in Maidenhead
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 support. We love seeing how your skills can contribute to our close-knit team!
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so make sure your written words reflect that, just like you would when assisting our patients.
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 with TFP Fertility.
How to prepare for a job interview at The Fertility Partnership
✨Know the Company Inside Out
Before your interview, take some time to research TFP and its mission in the fertility sector. Understand their values, services, and recent innovations. 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 customers or patients. Highlight your ability to handle queries efficiently and empathetically, as this aligns perfectly with what TFP is looking for.
✨Practice Common Interview Questions
Anticipate questions related to patient care, administration, and teamwork. Think about how you would respond to scenarios like managing difficult patient interactions or ensuring smooth communication between clinics. Practising these responses will help you feel more confident during the actual interview.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and opportunities for professional development at TFP. This shows that you’re not just interested in the job, but also in how you can grow within the company.
