At a Glance
- Tasks: Lead and support a team to enhance patient experiences in our clinics.
- Company: Join City Fertility, a leader in IVF and compassionate care.
- Benefits: Ongoing professional development, supportive team culture, and career growth opportunities.
- Other info: On-site role with a focus on collaboration and operational excellence.
- Why this job: Make a real impact on patients' lives while leading a dedicated team.
- Qualifications: Experience in healthcare leadership and strong communication skills.
The predicted salary is between 62100 - 75900 $ per year.
About the role
We are seeking an experienced and people‑focused Patient Services Team Leader on a 12‑month Maternity Leave Cover to elevate the patient experience across our busy national clinics. In this hands‑on leadership role, you'll guide and support Patient Services Administrators, ensure seamless day‑to‑day operations, and create an environment where patients feel informed, reassured and cared for. If you thrive in a role that blends coordination, coaching and meaningful patient interaction, this is your opportunity to make a real impact.
What you will do
- As a Patient Services Team Leader, you set the tone for operational excellence at the clinic.
- You will lead, coach and support Patient Services Administrators while maintaining a strong front‑of‑house presence.
- Your guidance ensures patients feel heard and informed, workflows run smoothly, and clinical teams can focus on care.
- Through effective coordination, communication and leadership, you’ll champion our values - Compassion, Respect, Commitment, Quality and Communication - every day.
Key Responsibilities
- Lead, coach and support Patient Services Administrators to maintain service standards.
- Build and adjust rosters and breaks within budgeted hours, escalating complex issues as required.
- Maintain an active front‑of‑house presence, stepping in to support patient flow as needed.
- Collaborate with nursing and scientific teams to align schedules, theatre lists and documentation.
- Oversee front‑of‑house service recovery; resolve clinic‑level complaints and escalate systemic issues.
- Monitor billing discipline (quotes, receipting, banking), investigate variances and complete first‑line reconciliations.
- Ensure SOP adherence, accurate records, privacy compliance and completion of daily/weekly checks.
- Lead clinic team meetings and handovers to support communication and collaboration.
- Conduct onboarding, buddying and on‑the‑job training; track competencies and identify development needs.
- Use data and patient feedback to improve access, wait times and information clarity.
- Manage leave requests and timesheet approvals; elevate performance concerns appropriately.
- Foster an inclusive, supportive culture where staff feel safe to speak up and patients feel respected.
What we are looking for
- Demonstrated leadership of a front‑of‑house or patient administration team in healthcare, with a coaching style that reflects City Fertility’s values.
- Strong rostering, coordination and problem‑solving skills with the ability to balance patient experience and operational efficiency.
- Confident communication skills and the ability to translate clinical priorities into clear plans for Patient Services Administrators.
- Experience in billing controls, reconciliation, documentation quality and privacy compliance, with strong attention to detail.
- A developing understanding of IVF terminology, donor and surrogacy program protocols, and broader industry developments.
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.
About City Fertility
Over 21,000 babies and countless smiles for more than 21 years. As one of Australia’s leading IVF and fertility service groups, we combine cutting‑edge science with compassionate care. Our partnership with the CHA IVF global network gives us access to world‑class expertise and innovation.
Why Join Us?
- At City Fertility, you will be part of a progressive, people‑centred organisation where compassion, respect, commitment and quality care are at the heart of everything we do.
- Be part of a global network with world‑class fertility expertise.
- Work in a supportive, collaborative, and inclusive team environment.
- Access ongoing professional development and career growth opportunities.
- Make a meaningful difference in the lives of patients and families every day.
Patient Services Team Leader in Newstead 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.
