Patient Support Associate

Job Description

We at [Employer hidden — sign up to reveal] ([Employer hidden — sign up to reveal]) are one of the largest fertility service providers in Europe. We are 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 will be providing first class customer experience at our [Employer hidden — sign up to reveal] Clinic in Oxford. You will be the central point for patients, staff, and visitors, handling a broad range of enquiries in person, by telephone, and email. You will assist patients with funding, appointments, test results, and other steps along the fertility journey. This is a full-time position working 37.5 hours per week with weekend and evening shifts on a rotational basis of 1:4.

Job Requirements

Key Responsibilities

• Promptly and professionally managing initial enquiries via telephone/email within 24 hours.
• Effective processing of all GP, consultant, and self-referrals within 3 days.
• Dealing with satellite clinics and ensuring high standard communication.
• Explaining processes to new patients and those seeking treatment.
• Ensuring patient records and correspondence are correctly filed.
• Using the patient database for recording and maintaining patient information.
• Documenting all communication with patients in the database.
• Ensuring payment for appointments that require advance payment and following up.
• Scanning and allocating patient notes, invoices, and other paperwork.

Qualifications and Experience

• Educated to Higher Level.
• Experience in an administration role.
• Experience working with patients/customers face-to-face and over the telephone.
• Proficient knowledge of Microsoft Office Packages.
• Excellent keyboard/IT skills.
• Excellent oral and written communication skills.
• Ability to communicate effectively with staff and patients.
• Excellent time management skills.
• Commitment to high-quality patient experience.
• Comfortable asking for and taking payments from patients.
• High level of customer orientation, resilience, and empathy.

Additional Information

• Location: [Employer hidden — sign up to reveal] Oxford Fertility (Oxford, UK)
• Salary: Competitive (Depending on experience)
• Working Hours: 37.5 per week
• Pension: Dual contribution pension scheme
• Holiday Entitlement: 27 days + Bank holidays pro rata