Introduction:
We’re seeking Patient Services Administrators who are genuinely driven to have a positive impact on people’s lives. This role goes beyond typical administrative duties—it’s about delivering a warm, supportive experience for patients during one of the most meaningful journeys they will undertake. If you excel in a fast-paced, patient-centred setting and are committed to empathy, excellence, and collaboration, we’d love to hear from you.
About City Fertility
Over 21,000 babies and countless smiles for more than 21 years.
Established in 2003, City Fertility is one of Australia’s leading IVF and fertility service groups. We provide seamless care across the full fertility spectrum, ensuring the best possible chances of conception through rigorous protocols and science-based treatments.
As a proud partner of the CHA IVF global network, we benefit from over 35 years of world-renowned expertise in reproductive medicine. This partnership gives us unique access to global medical, operational, and research excellence, allowing us to offer cutting-edge fertility care with a personal touch.
Description:
Position Purpose
As a Patient Services Administrator at City Fertility, you play a key role in guiding and supporting patients through a deeply important life journey. This position extends beyond administrative responsibilities, focusing on fostering a caring and welcoming environment for every patient while maintaining high standards of operational efficiency across our clinics.
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.
Key Responsibilities
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
The successful candidate will have:
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
Why Join Us?
At City Fertility, you’ll join a progressive, people-orientated organisation that values innovation, integrity and impact. We offer a flexible and supportive work environment, genuine opportunities for professional growth, and the chance to make a meaningful contribution to a growing healthcare group.
Be part of a global network with cutting-edge fertility expertise
Work in a collaborative, forward-thinking team that embraces innovation
Make a real impact by helping people achieve their dream of parenthood.
Ready to Apply?
If you are passionate about patient care and want to join a team that truly changes lives, we would love to hear from you.
Click ‘Apply’ and submit your resume and cover letter (including contact details for two referees) today. We respectfully advise that agency applications are not being accepted at this time.
Alternatively, you can find all our opportunities at City Fertility Career Opportunities: https://www.cityfertility.com.au/about-us/career-opportunities/
City Fertility is proud to be an equal opportunity employer. We celebrate diversity in all its forms and are committed to fostering an inclusive workplace where everyone feels valued and empowered to contribute. Regardless of gender, age, ability, race, ethnicity, sexual orientation, gender identity, or religion - we welcome you to be part of our progressive and supportive team.
An applicant must be legally entitled to work in Australia - successful candidates are required to provide proof 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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