Patient Support Associate - 12 Month Fixed Term Contract

Job Description

We at [Employer hidden — sign up to reveal] (part of [Employer hidden — sign up to reveal]) 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. We offer all our patients the care, understanding and expertise that help to bring dreams to life.

The Role: Are you passionate about delivering exceptional customer service? Could you help support our patients along every step of their journey? We’d love to hear from you. Your focus will be providing first class customer experience at our [Employer hidden — sign up to reveal] 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 different steps along the fertility journey. This is a full time position working 37.5 hours per week. There will be an evening shift required on a rotational basis of 1:4. This position is available as a 12-month fixed term contract.

Job Requirements

Key Responsibilities:

• 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 high standard communication 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.
• Being 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 payment in advance and following up where necessary.
• Carrying out the scanning and allocating of patient notes, invoices and other paperwork into the computer system.

Qualifications and Experience:

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

Location: [Employer hidden — sign up to reveal] GCRM Fertility - Glasgow

We are an equal opportunities employer.