Care Coordinator

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

Benefits offered by this job

Glow rewards portal

Learning & development opportunities

12 weeks parental leave (paid)

Flexible work arrangements

Job summary

Genea in Melbourne is seeking a Care Coordinator to join our team on a full-time 12-month contract. You will manage non-clinical aspects of patients' fertility journey, personalise care and support patients from initial contact through treatment.

You will onboard new patients, coordinate appointments, act as main contact, follow up for satisfaction, discuss costs, and maintain records in EMR and CRM systems. Excellent customer service, team player, tech-savvy and organised are essential.

Qualifications

• Customer service and administration experience.
• Flexible, proactive and organised with strong PC skills.
• Ability to work with new technologies.

Responsibilities

• Onboard new patients by scheduling all required appointments and outlining the treatment timeline.
• Serve as the main contact for patients throughout their fertility journey and coordinate with other departments.
• Conduct follow-ups to ensure satisfaction and loyalty, addressing concerns.

Skills

Customer service

Administration

Organisational skills

PC skills

Tools

CRM software

Job description

No better chance, no greater care

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.

Company Description

No better chance, no greater care

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 full time-12 month Contract 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.