Patient Concierge

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

Job summary

City Fertility in Victoria is seeking several patient-facing Patient Concierge positions for its Fountain Gate Health Hub. Roles are part-time or casual, with evening and weekend shifts, ideal for students, balancing commitments, or experienced customer service professionals seeking flexible hours.

You will greet patients, answer inquiries, help with bookings and payments, and keep the front desk area welcoming while protecting privacy.

Qualifications

• At least 3 months’ customer service experience in reception, retail, hospitality, medical reception or office administration.
• Ability to work a flexible roster, including evenings and/or weekend shifts.
• Excellent communication skills and a friendly, professional and positive manner.
• Confidence handling payments and point-of-sale, with experience in retail or sales well regarded.

Responsibilities

• 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

Skills

Customer service

Front-of-house

Communication

Tools

Microsoft Office

Job description

About the role

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

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

Alternatively, you can find all our opportunities at City Fertility Career Opportunities: https://www.cityfertility.com.au/about-us/career-opportunities/

** Applicants must be legally entitled to work in Australia - successful candidatesare required to provideproof of their right to work in Australia prior to commencement.

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