Patient Support Associate

Job Description

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 IVF clinics and egg/sperm freezing banks in the UK, Poland, and Netherlands. Our mission is to use technology to provide patients with a memorable, best‑in‑class fertility journey that leads to the best outcomes in starting a family.

Are you passionate about delivering exceptional customer service? Could you support our patients along every step of their journey? We’re looking for someone to join our amazing Patient Support team, providing exceptional customer care and efficient administrative service for all our patients.

Your focus 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 patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email. You’ll assist patients with queries including funding, appointments, test results and the steps they’ll take along the fertility journey.

You’ll work closely with satellite services, local NHS Consultants and other related organisations to answer queries promptly and efficiently.

We’ll support you personally and professionally with opportunities to develop within your role in Patient Support and a programme to build your skills and experience.

• Promptly and professionally manage initial enquiries via telephone/email within 24 hours of receipt.
• Effectively process all GP, consultant and self‑referrals within 3 days.
• Communicate with satellite clinics to ensure high‑standard communication and a seamless patient pathway.
• Explain processes to new patients and those seeking treatment.
• Ensure that patients’ records and correspondence are correctly filed.
• Maintain patient records in the database, including appointment and invoicing systems.
• Document all communication with patients in the patient database.
• Verify that money has been received for all appointments requiring pre‑payment, and follow up where necessary.
• Scan and allocate patient notes, invoices and other paperwork into the computer system.

• Educated to a Higher Level.
• Experience in an administration role.
• Experience working with patients/customers face‑to‑face and over the telephone.
• Relevant administration skills and competencies.
• 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.
• Comfortable asking for and taking payments from patients.
• High level of customer orientation.
• High level of resilience and empathy.

Position:
Patient Support Associate – Full‑time (12‑month fixed‑term contract) – 37.5 hours per week. An evening shift on a rotational 1:4 basis and weekend shift on a rotational 1:4 basis.

Location:

TFP GCRM Fertility – Glasgow, Scotland.

Salary:
Competitive, depending on experience.

Pension:
Dual contribution pension scheme.

Holiday Entitlement: 27 days + bank holidays pro‑rata.