Patient Care Coordinator

IVFAustralia; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Onsite clinic in Kogarah

Supportive team

Job summary

IVFAustralia is seeking a Patient Care Coordinator to be the first non-clinical contact for patients. You will guide patients through their fertility journey, coordinate appointments, and work with multidisciplinary teams to ensure a seamless, personalised experience.

This onsite role at our Kogarah clinic requires empathy, strong organisational skills, and excellent communication. You will handle enquiries by phone, email, portals, and in person, delivering concierge-level care.

Qualifications

• Experience in healthcare, medical administration, or customer service.
• Strong organizational and attention to detail.
• Excellent communication and relationship-building skills.
• Ability to manage competing priorities in a busy clinic.

Responsibilities

• Guide patients through their fertility journey with empathy.
• Respond to enquiries via phone, email, portals, video, and in person.
• Coordinate registrations, records, appointments, and treatment timelines.
• Work with fertility specialists, nurses, embryologists, counsellors, finance teams and leadership.
• Explain treatment costs and coordinate payment processes.
• Assist with billing administration while ensuring a positive patient experience.
• Create a warm, concierge-level patient experience.

Skills

Customer service

Administrative skills

Organisational skills

Communication

Job description

Make a meaningful difference in people’s lives every day

Working onsite at our Kogarah clinic - (Thursday and Friday 7am -5pm)

At IVFAustralia, we understand that the path to parenthood can be one of the most important journeys a person takes. As a Patient Care Coordinator, you'll play a pivotal role in guiding and supporting patients throughout their fertility treatment experience, providing reassurance, organisation, and exceptional care at every stage.

If you're passionate about helping people, thrive in a fast-paced environment, and love delivering outstanding customer experiences, we'd love to hear from you.

About Us

IVFAustralia is one of Australia's leading fertility service providers, helping thousands of individuals and families achieve their dream of having a child. Backed by a team of world-class fertility specialists, nurses, scientists, counsellors, and support professionals, we combine cutting-edge science with compassionate care to deliver exceptional patient outcomes.

Our people are united by a shared purpose: making a positive difference in the lives of our patients. We embrace collaboration, innovation, and continuous improvement as we work together to shape the future of fertility care.

About the Opportunity

As the first non-clinical point of contact for our patients, you'll be at the heart of their fertility journey. You will build trusted relationships, provide guidance and support, coordinate appointments and treatments, and work closely with our multidisciplinary teams to ensure every patient receives a seamless and personalised experience.

No two days are the same. From welcoming patients into the clinic to coordinating complex treatment schedules and assisting with financial and administrative processes, you'll be a key contributor to delivering exceptional patient care.

What You'll Be Doing

Supporting Patients with Care and Compassion

Guide patients through each stage of their fertility journey with empathy, professionalism, and understanding.

Respond to enquiries via phone, email, patient portals, video consultations, and face-to-face interactions.

Ensure patients feel informed, supported, and confident throughout their treatment.

Coordinating Treatment Journeys

Manage patient registrations and maintain accurate records.

Schedule appointments and coordinate treatment timelines across multiple clinical teams.

Ensure pre-treatment requirements are completed in line with clinic protocols and quality standards.

Working Alongside Experts

Collaborate closely with fertility specialists, nurses, embryologists, counsellors, finance teams, and clinic leadership.

Act as the central point of coordination to ensure smooth communication between patients and care teams.

Providing Financial and Administrative Support

Explain treatment costs and coordinate payment processes.

Manage referrals and documentation supporting Medicare and health fund requirements.

Assist with billing administration while ensuring a positive patient experience.

Delivering a Concierge-Level Experience

Create a warm and welcoming environment for patients and visitors.

Provide exceptional customer service and personalised support within the clinic.

Become a trusted point of contact for patients, specialists, and internal teams.

What You'll Bring

A genuine passion for helping people and delivering exceptional customer service.

Strong administrative and organisational skills with excellent attention to detail.

The ability to manage competing priorities in a busy, patient-focused environment.

Outstanding communication and relationship-building skills.

Experience in healthcare, medical administration, specialist practice, allied health, or customer service environments will be highly regarded.

Why Join IVFAustralia?

Make a real impact by supporting people through life-changing experiences

Work alongside leading fertility specialists and healthcare professionals

Join a collaborative, compassionate, and purpose-driven team

Enjoy opportunities for learning, development, and career growth

Be part of an organisation committed to innovation and exceptional patient care

Our Commitment to Inclusion

At Virtus, we believe that diverse perspectives make us stronger. We are committed to creating an inclusive workplace where everyone feels respected, valued and supported to thrive. We welcome applications from people of all backgrounds, cultures, identities, ages and experiences.