Patient Support Associate - 12 Month Fixed Term Contract
- Glasgow
- Contract
- Full-time
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. We're 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 in this role will be providing first class customer experience at our TFP Fertility Clinic. Working as part of a close-knit team, you will be the central point for our patients, staff and visitors, handling a broad range of enquiries in person, by telephone and email.You'll assist patients with a broad range of queries including funding, appointments, test results and the different steps they'll be taking along the fertility journey. You'll work closely with our satellite services, local NHS Consultants and any other related organisations to help answer their queries promptly and efficiently.We're passionate about helping our teams to be at their best, so we'll work with you to ensure you're fully supported both personally and professionally. With opportunities to develop within your role in Patient Support, you'll work to a programme to build your skills and experience.This is a full time position working 37.5 hour per weekThere will be an evening shift required on a rotational basis of 1:4The role is available as a 12 month fixed term contractThe Location:GCRM was established in 2006 and is Scotland's only private IVF clinic. Due to the passion, expertise and reputation of our team, GCRM has grown and now performs an impressive 800 fresh cycles and 700 frozen cycles per year. We offer a full suite of treatment and diagnostic services, including PGT. Conveniently located in a business park setting on the outskirts of Glasgow, adjacent to junction 25 of the M8, there is ample free parking for staff & patients at the front of the building.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 that communication is of a high standard 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.To be 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 to be paid for in advance and follow up where necessary.To carry out the scanning and allocating of patient notes, invoices and other paperwork, as required, 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
- 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 and face-to-face
- 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