Patient Experience & Care Coordinator

City-Fertility-Ltd; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

City Fertility is seeking a Patient Services Administrator to be the first point of contact for patients, guiding them through their fertility journey with empathy and professionalism at our Gold Coast/Queensland clinics.

You will manage appointments, registrations, billing, and privacy-compliant record keeping, support donor and surrogacy programs, and work across clinic locations to ensure smooth patient experiences and ongoing compliance.

Qualifications

• Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia.
• At least 12 months experience in office administration or reception; medical admin is a plus.
• Strong customer service, attention to detail, and ability to learn practice management software.
• Able to communicate effectively, manage multiple priorities, and work collaboratively.
• Commitment to confidentiality and supporting quality and compliance in healthcare.

Responsibilities

• Provide first-point-of-contact service to patients with empathy and professionalism.
• Schedule appointments, registrations, and pathway coordination for a seamless experience.
• Prepare accurate fee estimates and manage billing in line with Medicare guidelines.
• Handle calls and emails promptly with clear, compassionate communication.
• Maintain accurate patient records and data entry with privacy in mind.
• Support daily banking, reconciliation, invoicing, and debt collection processes.
• Assist with audits, accreditation reporting, and compliance activities.
• Monitor reception and waiting areas to maintain a welcoming environment.
• Liaise with clinicians, suppliers, and external partners to support patient care.
• Contribute to policy/process improvements and change management initiatives.
• Support donor and surrogacy programs, consents, and compliance requirements.
• Troubleshoot Medicare claims and liaise with relevant agencies.
• Uphold WHS standards and report hazards promptly.
• Represent City Fertility's values in a patient-focused culture.

Skills

Customer service

Communication

Organisational skills

Teamwork

Attention to detail

Education

Year 12

Tools

Microsoft Office Suite

Practice management software

Job description

City Fertility is seeking a Patient Services Administrator to be the first point of contact for patients, guiding them through their fertility journey with empathy and professionalism at our Gold Coast/Queensland clinics.

You will manage appointments, registrations, billing, and privacy-compliant record keeping, support donor and surrogacy programs, and work across clinic locations to ensure smooth patient experiences and ongoing compliance.