Care Coordinator

Genea; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Glow rewards portal

Learning and development opportunities

12 weeks paid parental leave

Flexible work arrangements

Job summary

Genea in Melbourne seeks a Care Coordinator to join our team on a full-time basis. You will own non-clinical aspects of patients' treatment, personalize care, and support their fertility journey through seamless onboarding and continuous follow-up.

As the main contact, you will coordinate with multiple departments, ensure patients have all necessary information, and maintain accurate records in our EMR and CRM systems while delivering exceptional service.

Qualifications

• Customer service and administration allrounder capable of working in a team.
• Flexible, proactive and organised; strong PC skills and comfort with new technology.

Responsibilities

• Exceptional customer service
• Onboarding new patients by booking all appointments and providing treatment timeline
• Serving as main point of contact for patients throughout their fertility journey
• Conducting follow-ups to ensure patient satisfaction and loyalty
• Performing financial consultations to explain costs of treatment
• Referring and following up clinical queries with appropriate departments
• Maintaining patient records in EMR and CRM systems

Skills

Customer service

Administration

Team player

Flexibility

Proactivity

Organised

PC skills

Tools

CRM systems

Job description

No better chance, no greater careGenea are world leaders in Fertility treatment, we have been providing industry leading success rates for 40 years and are passionately committed to providing exceptional care to every single patient. With over 50 specialists on our team working Australia wide, Genea is a growing business constantly working to innovate, lift the bar and continually improve outcomes for our patients.

Company Description

Genea are world leaders in Fertility treatment, we have been providing industry leading success rates for 40 years and are passionately committed to providing exceptional care to every single patient. With over 50 specialists on our team working Australia wide, Genea is a growing business constantly working to innovate, lift the bar and continually improve outcomes for our patients.

At the core of our business are our people, we work hard to create a workplace that is inclusive, engaging and diverse. Genea is a certified Inclusive Employer (25/26) and Family Friendly Certified workplace, we offer a number of benefits to our staff and truly value the contribution of each individual employee.

Job Description

Currently we are looking to hire a Care Coordinator to join our team on a full time basis. This role will see you taking ownership of all non-clinical aspects of patients' treatment, personalising care and supporting their fertility journey.

Your Duties Will Include

• Exceptional customer service
• Onboarding new patients by booking all appointments required for them to get started with treatment, providing them with an overview of what their timeline to treatment will look like, making their first interaction with Genea as seamless as possible.
• Serving as the main point of contact for patients throughout their fertility journey, coordinating and working closely with other departments to ensure the patients have all of the information they need.
• Conducting follow-ups to ensure patient satisfaction, address any concerns, and foster loyalty with the patient.
• Perform in-depth financial consultations with our patients to ensure they have a complete understanding of the cost of treatment.
• Referring and follow up of any clinical queries with the appropriate departments
• Maintain patient records in our electronic medical records system and CRM system.

Qualifications

This role would suit a customer service and administration allrounder - someone who genuinely enjoys working as part of a team and helping people. You will be flexible, proactive and organised - strong PC skills are a must and you will enjoy working with new technologies.

Additional Information

Our staff tell us it is the people they work with that makes them stay, the Genea family. That, and our exceptional success rates. It is pretty special working for one of Australia's leading IVF clinics.

And what's in it for you?

• Glow - Our online recognition and rewards portal. Access discounts at over 350+ retailers as well as accessing recipes, fitness classes and mindfulness sessions
• Learning and development – Ongoing opportunities for continuous education through Education Days, internal development, conference opportunities and companywide initiatives
• Certified Family Friendly workplace 2025/26 – including 12 weeks paid parental leave after 6 months regardless of gender, flexible work arrangements, access to parents at work for support, access to prima for support and breast feeding rooms.

Genea is committed to providing a workplace that is diverse, equitable and inclusive. It is important to us that our hiring process is accessible and open to all, we welcome applications from Indigenous Australians, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and LGBTIQA+ people.

Please contact our recruitment team ([e-mail]) if we can help with any reasonable adjustments to enable you to participate in the job application process