Job description
At TFP, we make families. We shape fertility journeys around people’s lives. Our commitment to outstanding customer experience is demonstrated every day; through genuine care, building trust, sharing our expertise, driving innovation, and showing our passion in all that we do.
The Role:
The UK Laboratory Administrator team play a vital role in shaping each patient’s fertility journey. This position not only leads the processes and the administrators that support laboratory functions across the UK, but also personally undertake key administrative duties. This includes coordinating the safe and timely transportation of gametes and embryos between clinics, guiding patients through the annual storage fee process, and ensuring consents for stored samples are managed with absolute care.
In this role, you will lead and mentor a dynamic and compassionate team, ensuring they maintain regulatory compliance, follow standard operating procedures, meet KPIs, and deliver the highest standard of patient care. You will also carry out administrative tasks yourself, particularly in complex or sensitive cases, to ensure accuracy, regulatory alignment, and exemplary patient experience. Additionally, you will drive continuous improvements in patient experience, compliance, fostering team development, and ensuring the seamless transition of patients from the central team to the local clinic team.
This is a full-time position working 37.5 hours per week
Weekend working is required on rotation of 1:4
The Location:
Our UK Lab Admin team is based within the TFP Nurture Fertility clinic. 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:
Sample Transportation & Administrative Support
Manage transportation of stored gametes and embryos in line with TFP SOPs and HFEA Code of Practice.
Maintain accurate databases, dashboards, and invoicing for transport cases.
Prepare HFEA applications and review feedback as required.
Consent Management & Cryobilling
Oversee consent expiries and annual storage fee processes for frozen gametes and embryos.
Ensure timely issuance of statutory notices and verify completeness of HFEA consent forms.
Support patients with sensitive communication regarding their stored samples.
Team & Resource Management
Plan and manage team resources, including rotas, annual leave, and absence.
Recruit, onboard, and train new team members.
Monitor team performance, conduct appraisals, and support professional development.
Quality & Compliance
Maintain SOPs, checklists, policies, and risk assessments.
Manage non-conformities, complaints, and audits, and liaise with quality and legal teams as needed.
Represent TFP during HFEA inspections and ensure regulatory compliance in all processes.
Reporting & Performance
Track and report key performance metrics, identifying challenges and opportunities for improvement.
Lead monthly and quarterly KPI reviews, setting actionable goals for the team.
Collaboration & Communication
Work closely with Patient Support, laboratory, and other departments to resolve complex queries.
Ensure accurate recording of patient records, communications, and transactions while maintaining confidentiality.
Foster cross-functional collaboration, promoting TFP values of care, trust, and expertise.
Regulatory Knowledge & Training
Maintain up-to-date knowledge of relevant HFEA Codes of Practice.
Provide training and guidance to team members on regulatory compliance and customer service standards.
Confidentiality
Maintain strict confidentiality of patient, employee, and company information in line with GDPR and other regulations.
Job requirements
Qualifications and Experience:
Education and Qualifications
Essential:
Proven experience in leading a customer service or patient care team
Proficient knowledge and experience of Microsoft Office packages
Experience of training junior staff members
Desirable:
Previous experience in a healthcare setting or IVF clinic
Experience with CRM or patient management systems
Skills and Abilities
Essential:
Strong organizational skills; able to manage multiple tasks and priorities
Excellent leadership, communication, and interpersonal skills
Ability to analyze and report on team performance using data
Excellent keyboard/IT skills
Excellent oral and written communication skills and manner
Ability to communicate effectively with staff and patients (telephone and face-to-face)
Excellent time management skills; able to work under pressure and meet deadlines
Commitment to delivering high-quality patient experience
Comfortable giving feedback and managing team performance
Flexible, self-directed, and initiative-taking
Collaborative and team-oriented
High level of focus, resilience, and empathy
Desirable:
Knowledge of the HFEA Code of Practice
Experience managing consent expiries and sample transportation
Location: TFP Nurture Fertility - Nottingham
Salary: Competitive (Depending on experience)
Working Hours: 37.5 Hours per week
Monday to Friday between the hours of 08.00-18.00
Saturday working required on 1:4 rotation
Pension: Dual contribution pension scheme
Holiday Entitlement: 27 Days + Bank holidays (pro rata)
Free parking available on site
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