A leading fertility clinic in Maidenhead is seeking a dedicated Patient Support professional to provide exceptional customer care and administrative support. This role demands excellent communication skills and a commitment to delivering high-quality patient experiences. The position is full-time, requiring a rotational evening and weekend shift. Join us to help shape the future of fertility care.
03/02/2026
Full time
A leading fertility clinic in Maidenhead is seeking a dedicated Patient Support professional to provide exceptional customer care and administrative support. This role demands excellent communication skills and a commitment to delivering high-quality patient experiences. The position is full-time, requiring a rotational evening and weekend shift. Join us to help shape the future of fertility care.
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. We are looking for brilliant minds and passionate hearts to help us shape the future of fertility health. Our mission is to use technology to provide parents with a memorable best-in-class fertility journey that leads to the best outcome - starting a family! 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 Responsible for leading and maintaining the Quality Management System (QMS) at the clinic (& its satellites) and implementing the system to continually improve the quality and effectiveness of the service provided in accordance with the conditions of the Human Fertilisation and Embryology Authority (HFEA) licence. These conditions must also comply with the guidance on good practice as set out in the HFEA's Code of Practice, CQC guidance and all relevant clinical and laboratory EU directives. The role also includes monitoring of the clinic's complaints procedure and assisting the General Manager (GM) with handling complaints. The role includes monitoring of user satisfaction, internal and external auditing, evaluation of QMS systems and continual improvement. The role is expected to lead the clinic with regulatory inspection preparation, lead inspection on the day of inspection and be responsible for ensuring post inspection actions are completed on time. The role will also require working with the other clinic QMs within the group to ensure Group Quality & Compliance projects are achieved such as unification of and maintenance of group level policy and procedures. This is a full time position 37.5 hours per week The Location Oxford Fertility was established in 1992 and is one of the UK's longest standing and largest IVF clinics. Due to the passion, expertise and reputation of our team, the clinic has grown into a leading fertility clinic and offers a full suite of treatment and diagnostic services, including PGT. Providing treatment to both NHS and private patients, Oxford Fertility performs approximately 1000 fresh cycles and 1000 frozen cycles per year. Conveniently located in a business park situated on the outskirts of Oxford, close to junction 8a of the M40, there is ample free parking for patients and staff around the building. Oxford Fertility also has a 5/5 inspection rating from the HFEA. Key Responsibilities Lead, implement and continuously improve the clinic's Quality Management System Ensure ongoing compliance with HFEA licensing requirements, CQC standards and relevant legislation Prepare for, lead and manage regulatory inspections and ensure timely completion of post-inspection actions Plan and oversee internal and external audits, including reporting and follow-up actions Monitor and manage complaints, incidents, non-conformities and corrective and preventative actions Maintain clinic-level policies, procedures, quality indicators and performance reporting Monitor patient and staff satisfaction and drive service improvements based on feedback Support the General Manager with complaint handling and governance reporting Promote a culture of quality, safety and continuous improvement through staff engagement and training Work collaboratively with other Quality Managers on group-level quality and compliance projects For NHS sites, support ICB quality reporting, contract requirements and tender activity Act as an active member of the clinic management team, contributing to strategy and operational improvement Qualifications and Training Degree level education or equivalent experience Recognised management qualification or equivalent experience Quality Management/Audit training (desirable) Experience & Knowledge Management-level experience in service delivery Experience of complaints management Experience with Quality and Risk Management Systems, including incident investigation Senior staff management experience Policy and procedure development experience Project and change management experience Experience in complex or regulated environments (desirable) Knowledge of assisted conception services and regulatory inspections (desirable) Skills & Abilities Strong leadership and organisational skills Excellent written and verbal communication skills High attention to detail, professionalism and confidentiality Strong influencing and negotiation skills Advanced IT and data analysis skills Ability to manage change effectively Location: TFP Oxford Fertility Hours: Full Time 37.5 Hours per week Salary: Competitive (Experience dependent) Pension: Dual Contribution scheme Holiday Entitlement: 27 Days + Bank holidays (pro rata)
03/02/2026
Full time
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. We are looking for brilliant minds and passionate hearts to help us shape the future of fertility health. Our mission is to use technology to provide parents with a memorable best-in-class fertility journey that leads to the best outcome - starting a family! 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 Responsible for leading and maintaining the Quality Management System (QMS) at the clinic (& its satellites) and implementing the system to continually improve the quality and effectiveness of the service provided in accordance with the conditions of the Human Fertilisation and Embryology Authority (HFEA) licence. These conditions must also comply with the guidance on good practice as set out in the HFEA's Code of Practice, CQC guidance and all relevant clinical and laboratory EU directives. The role also includes monitoring of the clinic's complaints procedure and assisting the General Manager (GM) with handling complaints. The role includes monitoring of user satisfaction, internal and external auditing, evaluation of QMS systems and continual improvement. The role is expected to lead the clinic with regulatory inspection preparation, lead inspection on the day of inspection and be responsible for ensuring post inspection actions are completed on time. The role will also require working with the other clinic QMs within the group to ensure Group Quality & Compliance projects are achieved such as unification of and maintenance of group level policy and procedures. This is a full time position 37.5 hours per week The Location Oxford Fertility was established in 1992 and is one of the UK's longest standing and largest IVF clinics. Due to the passion, expertise and reputation of our team, the clinic has grown into a leading fertility clinic and offers a full suite of treatment and diagnostic services, including PGT. Providing treatment to both NHS and private patients, Oxford Fertility performs approximately 1000 fresh cycles and 1000 frozen cycles per year. Conveniently located in a business park situated on the outskirts of Oxford, close to junction 8a of the M40, there is ample free parking for patients and staff around the building. Oxford Fertility also has a 5/5 inspection rating from the HFEA. Key Responsibilities Lead, implement and continuously improve the clinic's Quality Management System Ensure ongoing compliance with HFEA licensing requirements, CQC standards and relevant legislation Prepare for, lead and manage regulatory inspections and ensure timely completion of post-inspection actions Plan and oversee internal and external audits, including reporting and follow-up actions Monitor and manage complaints, incidents, non-conformities and corrective and preventative actions Maintain clinic-level policies, procedures, quality indicators and performance reporting Monitor patient and staff satisfaction and drive service improvements based on feedback Support the General Manager with complaint handling and governance reporting Promote a culture of quality, safety and continuous improvement through staff engagement and training Work collaboratively with other Quality Managers on group-level quality and compliance projects For NHS sites, support ICB quality reporting, contract requirements and tender activity Act as an active member of the clinic management team, contributing to strategy and operational improvement Qualifications and Training Degree level education or equivalent experience Recognised management qualification or equivalent experience Quality Management/Audit training (desirable) Experience & Knowledge Management-level experience in service delivery Experience of complaints management Experience with Quality and Risk Management Systems, including incident investigation Senior staff management experience Policy and procedure development experience Project and change management experience Experience in complex or regulated environments (desirable) Knowledge of assisted conception services and regulatory inspections (desirable) Skills & Abilities Strong leadership and organisational skills Excellent written and verbal communication skills High attention to detail, professionalism and confidentiality Strong influencing and negotiation skills Advanced IT and data analysis skills Ability to manage change effectively Location: TFP Oxford Fertility Hours: Full Time 37.5 Hours per week Salary: Competitive (Experience dependent) Pension: Dual Contribution scheme Holiday Entitlement: 27 Days + Bank holidays (pro rata)
A leading fertility clinic in Oxford is seeking a Quality Manager to oversee the Quality Management System, ensuring compliance with HFEA regulations and enhancing patient satisfaction. This role includes managing internal audits, regulatory inspections, and leading service improvements. The ideal candidate holds a degree and has significant management experience, particularly in quality and risk management. Full-time position with competitive salary and benefits including pension and holiday entitlement.
03/02/2026
Full time
A leading fertility clinic in Oxford is seeking a Quality Manager to oversee the Quality Management System, ensuring compliance with HFEA regulations and enhancing patient satisfaction. This role includes managing internal audits, regulatory inspections, and leading service improvements. The ideal candidate holds a degree and has significant management experience, particularly in quality and risk management. Full-time position with competitive salary and benefits including pension and holiday entitlement.
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 our IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. 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! 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 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence. 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. 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 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 The 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. Location: TFP GCRM Fertility - Glasgow Salary: Competitive (Depending on experience) Working Hours: 37.5 per week There will be an evening and weekend shift required on a rotational basis of 1:4 Pension: Dual contribution pension scheme Holiday Entitlement: 27 Days + Bank holidays pro rata
03/02/2026
Full time
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 our IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. 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! 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 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence. 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. 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 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 The 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. Location: TFP GCRM Fertility - Glasgow Salary: Competitive (Depending on experience) Working Hours: 37.5 per week There will be an evening and weekend shift required on a rotational basis of 1:4 Pension: Dual contribution pension scheme Holiday Entitlement: 27 Days + Bank holidays pro rata