Patient Service Advisor

We, TFP, are looking for brilliant minds and passionate hearts to help us shape the future of fertility health. We are one of the largest fertility service providers in Europe operating our IVF clinics and egg/sperm freezing banks in currently 6 countries. We have embarked on the mission to use technology to provide parents 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 33 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success

The Role:

We are looking for a compassionate and professional Patient Care Executive to be the first point of contact for prospective patients. While no medical expertise is required, you will be trained to use a sales-through-service approach.

You will handle sensitive conversations about fertility and reproductive health, always maintaining a friendly, patient-focused attitude to enhance the patient experience. You’ll manage a high volume of inbound and outbound calls, emails, and webchats, booking appointments and offering solutions where needed.

Your role will also involve completing daily tasks, accurately processing transactions, and directing patient inquiries to the appropriate team when necessary. You’ll assist with administrative duties, such as registering patients for events, processing payments, and updating patient records.

At TFP-Fertility, teamwork is essential, and we strive to deliver positive outcomes for every patient. If you're passionate about providing excellent service and being part of a supportive team, we’d love to hear from you!

The position is full-time working 37.5 hours per week - Monday to Friday - shifts will be between 08.00-18.00

Saturday working will be required on rotation of 1:4

 The Location:

Our contact centre is based within Nurture Fertility which was established in 1991 and due to the passion, expertise and reputation of our team, has grown into a leading fertility clinic. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Nottingham, adjacent to junction 25 of the M1, there is ample free parking for staff and patients at the front of the building.

Key Responsibilities:

New Patient Enquiries: 

• Respond to patient enquiries received via phone, online chat, SMS and email 

• Support patients through the booking process for initial consultations and fertility assessments 

• Ensure that all customer contacts are responded to quickly and with the utmost professionalism and customer focus 

• Discuss fertility, and male and female reproductive processes confidently and professionally 

• Meet monthly targets for patient’s contacts and enquiry conversions and bookings 

• Send welcome and information packs upon request 

• Register patients using the Electronic Patient Management System (EPMS) 

• Explain the fertility journey and set expectations for treatment 

• Provide information on success rates and pricing for different treatments 

• Conduct structured follow-ups at defined intervals 

• Schedule appointments through the EPMS 

• Ensure smooth handover of care to clinical teams once bookings are confirmed 

• Liaise with clinics to fully resolve patient queries 

• Manage service authorisations for patients using private healthcare insurance 

• Raise and issue invoices for insured treatment packages 

• Invoice and collect payment for initial appointments 

• Maintain accurate and up-to-date patient records 

• Deliver personalised communication tailored to each patient 

• Conduct follow-up calls 24 hours after consultations or events to address any remaining questions and gather feedback 

Overflow Patient Support: 

• Handle incoming calls where the clinics are unable to do so 

• Respond to patient requests efficiently and professionally 

• Maintain clear communication with all clinics to ensure continuity of care 

• Guide new patients through processes and initiate portal registrations 

• Maintain ongoing communication with clinic-based Patient Support teams to ensure smooth transitions 

Administrative tasks: 

• Complete billing follow-up processes for cryo-storage, BUPA and AXA 

• Monitor and respond to communications (orders) within the EPMS 

• Complete all follow-up calls and emails in a timely manner 

• Call patients who have registered for Patient Information Events to understand next steps for the potential patient 

• Manage and respond to the patient inboxes 

• Register new enquiries received from the website onto the EPMS 

• Ensure proper filing and accuracy of patient records and correspondence 

• Be proficient in using the patient database, appointment booking, and invoicing systems 

• Document all patient interactions clearly in the system 

• Upload and allocate documentation including notes and invoices to patient files 

Confidentiality 

 The post holder must maintain confidentiality of information about patients, employees and other Company business in accordance with the National and European data protection and GDPR legislation.   

Qualifications and Experience:
• Experience working in an administration role.
• Experience working with patients / customers 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
• 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 Patient Care Centre Nottingham

Salary: Competitive (Depending on experience)

Working Hours: 37.5 Hours per week

Monday to Friday

Saturday working required on rotation of 1:4 - 08.00-13.00

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays (pro rata)

Free parking available on site