Patient Support/Lab Administrator - Part-time FTC

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:
We have an exciting opportunity for an enthusiastic Lab & Patient Support Administrator to join our busy fertility clinic. Working as part of a close-knit team, you’ll provide exceptional customer care and administrative support to patients, staff and visitors. You’ll be a central point of contact, handling enquiries in person, by telephone and email, while supporting patients throughout their fertility journey.

A key part of the role will be supporting the Lab with administration relating to gamete and embryo storage and transport, as well as assisting patients with queries around funding, appointments, test results and treatment. You’ll work closely with clinic teams, satellite services, NHS Consultants and other organisations to ensure queries are handled promptly and efficiently.

If you’re organised, compassionate and passionate about delivering an excellent patient experience, we’d love to hear from you. Full training and opportunities for professional development will be provided.

This is a part-time position working 22.5 hour per week - over 3 days between the hours of 08.00-18.00

There will be an evening shift required on a rotational basis of 1:4

The opportunity is a fixed term contract for 6 months

The Location:

Wessex Fertility was established in 1992 and is one of the UK’s longest standing 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, specialising PGT and surrogacy. Providing treatment to both NHS and private patients, Wessex Fertility performs approximately 500 fresh cycles and 500 frozen cycles per year. Conveniently located to the East of Southampton, a short distance from junction 7 of the M27, there is ample free parking for staff and patients around the building.

Key Responsibilities:

• Provide efficient administration support to the Laboratory and Patient Support teams, in line with HFEA guidelines and clinic procedures.

• Manage patient communication regarding gamete and embryo storage, including expiry dates, extensions, payments and transport.

• Maintain accurate patient records, storage databases and clinical correspondence, ensuring all communication is documented promptly.

• Handle patient enquiries by telephone, email and portal, providing clear information and following up where required.

• Liaise with GPs, consultants, satellite clinics, licensed centres and external providers to support a seamless patient journey.

• Prepare laboratory notes, meeting minutes and documentation, and assist with document updates, audits and quality processes.

• Coordinate gamete and embryo transportation and communicate with biopsy analysis providers as required.

• Support appointments, patient registration, referrals, invoicing and payment collection.

• Provide general administrative support to the Patient Support team and wider clinic as required.

• Participate in clinic activities, laboratory witnessing and the weekend rota following appropriate training.

• Maintain an awareness of the HFEA Code of Practice and relevant statutory and recommended guidelines.

Qualifications and Experience:

• Previous administration experience, ideally within a healthcare or patient-facing environment.

• Educated to Higher level or equivalent.

• Excellent communication, customer service and interpersonal skills.

• Strong IT skills, including Microsoft Office and patient/database systems.

• Excellent organisation and time-management skills with a high level of attention to detail.

• Comfortable handling payments and discussing financial matters with patients.

• Compassionate, resilient and empathetic approach to patient care.

• Commitment to delivering a high-quality patient experience.

Location: TFP Wessex Fertility - Southampton

Salary: Competitive (Depending on experience)

Working Hours: 22.5 per week

Pension: Dual contribution pension scheme

Holiday Entitlement: 27* Days + Bank holidays *pro rata