Patient Support Associate - Part Time

The Role

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’re passionate about helping our teams to be at their best, so 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 part time position working 22.5 hour per week - over 3 days between the hours of

There will be an evening shift required on a rotational basis of 1:4

Wessex Fertility was established in 1992 and is one of the UK’s longest standing 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, specialising PGT and surrogacy. Providing treatment to both NHS and private patients, Wessex Fertility performs approximately 500 fresh cycles and 500 frozen cycles per year.

Conveniently located to the East of Southampton, a short distance from junction 7 of the M27, there is ample free parking for staff and patients around the building.

• 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.

• 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 Wessex Fertility - Southampton

Salary: Competitive (Depending on experience)

Working Hours: 22.5 per week

There will be an evening and weekend shift required on a rotational basis of 1:4

Pension: Dual contribution pension scheme

Holiday Entitlement: 27
* Days + Bank holidays
* pro rata