Patient Concierge

City Fertility; Melbourne; On-site; AUD 34,000 - 44,000; Part time

Job summary

City Fertility is hiring Patient Concierges at the Fountain Gate Health Hub for part-time or casual roles. You will be the first friendly face for patients, handling check-ins, inquiries and directing people to the right service with discretion.

This role requires excellent communication, a customer-service focus and the ability to manage bookings, payments, and front-of-house operations in a confidential, caring IVF environment.

Qualifications

• 3+ months of customer service experience (reception, retail, hospitality, medical reception or admin).
• Ability to work a flexible roster including evenings and/or weekends.

Responsibilities

• Meet and greet every patient, visitor, clinician and contractor with warmth and privacy.
• Answer first-line enquiries and direct people to the right team or service.
• Help patients make, change and confirm bookings and appointments; communicate wait times.
• Assist with product recommendations and take payments accurately and securely.
• Maintain a welcoming reception and waiting area; manage patient amenities.

Skills

Customer service

Reception experience

Communication skills

MS Office

POS / payments

Tools

MS Office

Point-of-sale

Job description

We are looking for several warm, customer-focused people to join us as Patient Concierges at our Fountain Gate Health Hub, on a part-time or casual basis. Shifts include evenings and weekends, so these roles are a great fit if you are studying, balancing other commitments, or an experienced customer service professional looking for flexible part-time hours.

As our Patient Concierge, you will be the first friendly face every patient sees. You will welcome people as they arrive, answer first-line enquiries, provide general information and point people in the right direction. For many of our patients this is a meaningful and sometimes emotional visit, and the way you greet them helps them feel welcome, comfortable and looked after.

What you will do

Key duties of this role include:

• Meet and greet every patient, visitor, clinician and contractor with warmth, discretion and privacy
• Be the first point of contact for walk-in and phone enquiries, provide general information and direct people to the right team or service
• Help patients make, change and confirm bookings and appointments, and keep them informed about wait times and what to expect
• Recommend and sell products, and take payments for products and appointments accurately and securely
• Keep the reception and waiting area welcoming, including patient amenities and refreshments
• Help patients with sign-in and paperwork, and manage front-of-house opening and closing procedures
• Manage phone and email enquiries, and incoming and outgoing mail and parcels
• Support front-of-house stock ordering and help the Patient Services team meet its service goals
• Protect patient privacy and confidentiality at all times

What we are looking for

You are passionate about customer service and have a genuine interest in women’s health and fertility. You are friendly, calm and compassionate, enjoy being the first person someone talks to, and stay comfortable when it gets busy. Ideally, you will bring:

• At least 3 months’ customer service experience (reception, retail, hospitality, medical reception or office administration all welcome), the ability to work a flexible roster, including evening and/or weekend shifts
• Excellent communication skills and a friendly, professional and positive manner
• Confidence working in a semi-autonomous front-of-house environment
• Intermediate Microsoft Office skills (Excel, Word, PowerPoint, Outlook) and a good eye for detail
• Confidence handling payments and point-of-sale, with experience in retail or sales well regarded
• A willingness to learn. We provide full on-the-job training in IVF terminology, our patient privacy obligations and City Fertility processes

If this opportunity sounds like the perfect fit for you, we'd love to hear from you.

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 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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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