Patient Support Associate

2 months ago

Oxford, United Kingdom TFP Fertility Full time

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:

To work as part of the Patient Services and Administration team to provide exceptional customer care and an efficient administration service for the patients of Oxford Fertility. 


The main focus is to process all referrals into the unit, both NHS and private, and register patients on the Patient Portal. Dealing with all queries regarding funding and liaising with CCG’s as and when necessary. To be the main point of contact for our satellite services and local NHS Consultants and deal with all queries promptly and efficiently both by telephone and email. 


This role is a full time position working 37.5 hours per week

The role will include working some evenings and occasional weekends and Bank Holidays


The Location:

Oxford Fertility was established in 1992 and is one of the UK’s longest standing and largest IVF clinics. Due to the passion, expertise and reputation of our team, the clinic has grown into a leading fertility clinic and offers a full suite of treatment and diagnostic services, including PGT and IVM. Providing treatment to both NHS and private patients, Oxford Fertility performs approximately 1200 fresh cycles and 1000 frozen cycles per year. Conveniently located in a business park setting on the outskirts of Oxford, close to junction 8a of the M40, there is ample free parking for staff and patients around the building. 


Key Responsibilities:

  • Prompt processing of initial enquiries via telephone/email within 24 hours of receipt.
  • Processing of all GP, consultant and self-referrals within 3 days.
  • Dealing with all satellite clinics and ensure that communication is of a high standard to ensure a smooth patient pathway.
  • To explain the processes to new patients and those seeking treatment and initiate patient Portal Registration.
  • To ensure that patients’ records and correspondence are correctly filed.
  • To be conversant with the patient database for recording and maintaining patient information, including the appointment system and invoicing system.
  • To ensure that all communication with the patient is documented in the patient database.
  • To ensure that money has been received for all appointments that require to be paid for in advance, if not the patient must be contacted and payment taken.
  • To carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, into the computer system.


Qualifications & Experience:

    • Minimum two years’ experience working in an administration role.
    • Experience working with patients / customers over the telephone.
    • Skills & competencies normally associated with relevant administration experience.
    • Experience of managing own workload and prioritise

Location: Oxford, OX4 2HW

Hours: 37.5 

Evenings and weekends are required on a rotational basis of approximately 1:4

Salary: Competitive (Experience Dependant)

Pension: Dual Contribution scheme

Holiday Entitlement: 27 Days + Bank holidays pro rata
Training: Full training will be given in this role, TFP works to continuously improve employee's skills.

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