About the role
The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives.
Guided by our values of Compassion, Respect, Commitment, Quality, and Communication , this role is the first point of contact for patients, helping them navigate their fertility journey with empathy and clarity. The position will directly contribute to delivering high-quality, patient-centred care and fostering trust and confidence in our services. It is a great opportunity to make a meaningful impact and develop skills in a dynamic, supportive environment committed to continuous improvement and clinical excellence.
As a PSA at Coolangatta Health Hub you will also support administration for Ballina FSF when operational.
What you will do
- Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism
- Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience
- Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines
- Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication
- Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards
- Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail
- Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards
- Monitor and maintain reception and waiting areas to ensure a welcoming environment for patients and visitors
- Liaise with clinicians, suppliers, and external partners to support operational needs and patient care
- Contribute to continuous improvement initiatives, including policy and process reviews and change management programs
- Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements
- Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues
- Uphold workplace health and safety standards, reporting hazards and incidents promptly
- Represent City Fertility's values in all interactions, promoting a positive, patient-focused culture
What we are looking for
- Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia
- At least 12 months experience in office administration or reception, with strong customer service skills; experience in medical administration is advantageous
- Proficiency in Microsoft Office Suite and ability to learn practice management software; attention to detail and strong organisational skills
- Demonstrated ability to communicate effectively, manage multiple priorities, and work collaboratively in a patient-focused environment aligned with City Fertility's values
- Commitment to maintaining confidentiality, continuous learning, and supporting quality and compliance standards in healthcare
Please note that as this is an on-site role, successful candidates will need to be able to work on-site across various clinic locations.
For further information about the role, please email hr@cityfertility.com.au to arrange a confidential discussion. Please note that applications will be progressed as received.
Applicants must be legally entitled to work in Australia - successful candidates are required to provideproof of their right to work in Australia prior to commencement.
Candidates applying for day procedure/hospital positions may be required_to provide proof of specific immunisations and vaccinations_.
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Patient Services Administrator in Gold Coast employer: City Fertility
City Fertility is an exceptional employer that prioritises a people-centred approach, fostering a supportive and inclusive work culture where compassion and quality care are paramount. As a Patient Services Team Leader, you will have the opportunity to lead a dedicated team, enhance patient experiences, and access ongoing professional development, all while being part of a global network renowned for its expertise in fertility services. Join us to make a meaningful impact in the lives of patients and families across our national clinics.
