Job Description
We at TFP 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 and Poland. We have embarked on the mission to use technology to provide patients with a memorable best‑in‑class fertility journey that leads to the best outcome starting a family!
The Role
TFP Fertility is seeking a compassionate and inspiring leader to oversee the patient support team. This role is central to delivering an exceptional patient experience, ensuring every individual feels supported, informed, and cared for throughout their fertility journey. Leading and developing a dedicated patient support team, you will drive operational excellence, foster collaboration across multidisciplinary teams, and champion a culture of empathy, communication, and continuous improvement. Combine people leadership with a passion for patient advocacy; this is an opportunity to make a meaningful impact in helping individuals and families achieve their dreams of parenthood.
Location
Simply Fertility, established in 2013, has grown into a leading fertility clinic. Providing treatment to NHS and private patients, it performs approximately 400 fresh cycles and 300 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Chelmsford, adjacent to junction 17 of the A12, there is ample free parking for staff and patients at the front of the building.
Key Responsibilities
Management
- Provide a visible, accessible and authoritative management presence for team members and patients for non‑clinical advice and support.
- Manage the patient support team, ensuring training needs are identified through the annual appraisal process and produce a personal development plan for each member.
- Monitor and manage annual leave, study leave and sickness absence for own team.
- Work with the patient support team to maintain cohesive delivery of service to all new patients and referring parties.
- Facilitate good communication between all members of the multi‑disciplinary team.
- Promote team building and teamwork, engendering motivation and commitment to meeting clinic objectives.
Operational
- Maintain service level and answer levels for all phone calls to meet the company’s KPI’s.
- Gain a working knowledge of the specialist areas within the clinic to enable sympathetic communication to patients and effective support to the clinical teams.
- Formulate new policies as deemed necessary and set up systems for their implementation.
- Be one of the authorised budget holders for the patient support team, ensuring adequate stocks, supplies and equipment for day‑to‑day working.
- Lead patient information evening events, coordinating patient registrations and employee participation.
Quality Management
- Ensure that patient confidentiality is maintained at all times in line with Trust policy and HFEA Code of Practice.
- Ensure that all patient case notes and records are kept secure in line with unit protocols, HFEA regulations and ISO 9001:2008 quality standards.
Management Standards
- In conjunction with the Quality Manager, instigate and audit ISO 9001:2008 quality management standards in defined patient support/administrative areas using relevant audit processes.
- In conjunction with the Quality Manager, ensure that all documentation and information for patients is up to date and version controlled.
Confidentiality
The post holder must maintain confidentiality of information about patients, employees and other company business in accordance with national and European data protection legislation.
Job Requirements
Education and Qualifications
- Educated to higher level.
Experience and Knowledge
- Experience working in an administration role in a management position.
- Proficient knowledge and experience of Microsoft Office packages.
- Ability to make policy decisions and use own initiative, innovate and prioritise effectively.
- Experience working with patients/customers both face‑to‑face and over the telephone.
- Skills & competencies normally associated with relevant administration experience.
Skills and Abilities
- Excellent keyboard/IT skills.
- Must possess the ability to work under pressure.
- Be comfortable asking for payments and taking payments from patients.
- 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.
- Ability to work to deadlines.
- Commitment to delivering a high‑quality patient experience.
Desirables
- Formal administration, secretarial or business qualification or equivalent evidenced experience.
- Experience in health care setting.
- Be learning oriented and prepared to learn new skills.
Other
- Flexible, self‑directed and self‑motivated.
- Team oriented.
- High level of customer orientation.
- High level of resilience and empathy.
Location
TFP Simply Fertility – Chelmsford.
Salary
Competitive (depending on experience).
Working Hours
37.5 hours per week, with weekend shift required on a rotational basis of 1:4.
Pension
Dual contribution pension scheme.
Holiday Entitlement
27 days plus bank holidays (pro rata).
#J-18808-Ljbffr…