Job Opportunities API

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  Deli