Patient Support Associate

Job Description

TFP Fertility is one of the largest fertility service providers in Europe, operating IVF clinics and egg/sperm freezing banks across the UK, Poland and the Netherlands. We are committed to using technology to deliver a memorable, best‑in‑class fertility journey that leads to excellent outcomes for families.

We are looking for a Patient Support Associate to join our Patient Support team, providing exceptional customer care and efficient administration for all patients. You will be the central point for patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email.

Your focus will be to deliver first‑class customer experience at our Thames Valley Fertility clinic, assisting patients with queries about funding, appointments, test results and the steps of their fertility journey. You will also work closely with our satellite services, local NHS consultants and related organisations to provide prompt, efficient support.

• 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.
• Coordinate with all satellite clinics to ensure high‑standard communication and a seamless patient pathway.
• Explain processes to new patients and those seeking treatment.
• Ensure patients’ records and correspondence are correctly filed.
• Maintain the patient database, including appointment and invoicing systems.
• Document all patient communication in the database.
• Confirm receipt of payments for appointments that require advance payment and follow up where necessary.
• Scan, allocate and enter patient notes, invoices and other paperwork into the computer system.

• Educated to Higher Level.
• Experience in an administration role.
• Experience working with patients/customers face‑to‑face and over the telephone.
• Relevant administrative skills and competencies.
• Proficient with Microsoft Office packages.
• Excellent keyboard/IT skills.
• Excellent oral and written communication skills and manners.
• 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 payments and handling patient payments.
• High level of customer orientation.
• High level of resilience and empathy.

Thames Valley Fertility – Maidenhead, England. The clinic is conveniently located on the outskirts of Maidenhead, adjacent to junction 8/9 of the M4, with ample free parking.

Full‑time, 37.5 hours per week. Evening and weekend shifts are required on a rotating 1:4 basis.

Competitive salary based on experience. Dual contribution pension scheme and 27 days of holiday plus bank holidays pro‑rata.