Patient & Clinic Services Manager

City Fertility; City of Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

City Fertility in Victoria is seeking a Patient & Clinic Services Manager to lead patient care and administration across seven sites, with primary base at Jolimont. You will drive patient services, staff development and operational excellence in reproductive health.

The role focuses on people management, process improvement, and compliance with Medicare/ART legislation, across Victorian clinics, ensuring high-quality, patient-centered care and a positive service experience.

Qualifications

• Experience leading patient services in a healthcare/IVF setting.
• Strong knowledge of Medicare and ART legislation.
• Proven ability to mentor staff and manage rostering.
• Excellent communication and empathy in patient care.
• On-site leadership across multiple clinics.

Responsibilities

• Lead and manage the daily operations of the Patient Services department to ensure smooth service delivery.
• Supervise and mentor administrative staff, onboarding, training and performance management.
• Coordinate patient-facing functions including reception, appointment scheduling, registration and pathway support.
• Oversee Medicare billing, quoting, receipting, and financial reconciliation, including petty cash and aged debtors.
• Respond to escalated patient and staff enquiries, ensuring timely and empathetic resolution.

Skills

Leadership

People management

Patient coordination

Medicare/ART legislation

Communication

Process improvement

Tools

Medical software systems

Microsoft Office

Job description

We are seeking a proactive and compassionate Patient & Clinic Services Manager to lead the delivery of exceptional patient care and administration for City Fertility, VICTORIA. This is a rewarding opportunity to join a nationally recognised fertility provider in a leadership role that brings together people management, patient coordination and operational oversight.

The role provides leadership across seven sites throughout Victoria, with the primary base located at our City Fertility Jolimont clinic. You will play a pivotal role in ensuring the seamless delivery of patient services across our Victorian City Fertility and First Step Fertility sites, supporting patient services administrators, clinicians and patients throughout their fertility journey with empathy, professionalism and attention to detail.

If you are an experienced healthcare administrator with a passion for people, process improvement and reproductive health, this is an opportunity to make a meaningful impact. You will lead and develop a collaborative patient services team, gain valuable exposure to assisted reproductive technology, and contribute to a values-led organisation dedicated to delivering excellence in patient care.

This is more than an operational leadership role—it is an opportunity to help shape a positive patient experience at every stage of the fertility journey. The Patient Services Manager plays a pivotal role in leading the administrative operations of the Patient Services department, ensuring the delivery of high-quality, patient-centred care.

The Patient Services Manager is solutions-focused, proactive and capable of motivating and mentoring others to achieve team goals. With a strong understanding of reproductive medicine, Medicare legislation, and assisted reproductive technologies, the Patient Services Manager will drive operational and administrative excellence, foster a positive team culture and contribute to continuous improvement across Victorian operations. This role requires a confident and empathetic communicator who can build strong relationships with patients, clinicians and staff.

What you will do

• Lead and manage the daily operations of the Patient Services department to ensure smooth and efficient service delivery.
• Supervise and mentor administrative staff, overseeing onboarding, training and performance management.
• Coordinate patient-facing functions including reception, appointment scheduling, registration and pathway support.
• Oversee Medicare billing, quoting, receipting, and financial reconciliation, including petty cash and aged debtors.
• Respond to escalated patient and staff enquiries, ensuring timely and empathetic resolution.
• Support donor and surrogacy programs, including consent management and compliance with legislative requirements.
• Maintain privacy compliance, contribute to internal audits and support accreditation and KPI reporting.
• Collaborate with internal teams and external stakeholders to ensure seamless communication and service integration.
• Promote quality and safety standards, contributing to continuous improvement and WHS initiatives.
• Stay informed of IVF terminology and industry developments to support operational excellence.

What we are looking for

• Demonstrated experience in medical practice management, including at least three years in a leadership role within a healthcare or IVF setting, with proven capability in supervising teams, managing rosters, overseeing financial transactions and ensuring compliance with Medicare and ART legislation.
• Advanced proficiency in medical software systems and Microsoft Office applications, with the ability to manage complex administrative workflows, generate financial reports and troubleshoot operational issues in a high-volume, patient-facing environment.
• Strong interpersonal and communication skills, with a track record of mentoring and coaching staff, resolving patient and employee grievances, fostering a collaborative and patient-focused team culture aligned with organisational values.
• Proven ability to manage competing priorities and delegate effectively, demonstrating sound judgment, attention to detail and a commitment to continuous improvement.
• Understanding of IVF-specific terminology, donor and surrogacy program protocols, and broader industry developments, with the ability to support compliance, workplace health and safety, and staff training initiatives, while actively contributing to strategic planning and policy enhancement.

Ready to Apply?

If you are ready to help shape the future of fertility care, we would love to hear from you.

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.

For further information about the role, please email [e-mail] to arrange a confidential discussion. Please note that applications will be progressed as received.

** Applicants must be legally entitled to work in Australia - successful candidates** are required to provideproof 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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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.