Patient Experience Lead — Fertility & IVF Services

Genea; Adelaide; In loco; AUD 90.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Glow

Learning and development

Certified Family Friendly workplace 25

Descrizione del lavoro

Genea Adelaide seeks an experienced Patient Services Manager to oversee patient services operations, lead a dedicated team, and ensure exceptional patient experiences while maintaining administrative excellence.

You will liaise between clinical staff, administrative teams, and patients, fostering a supportive environment that prioritises patient satisfaction and efficient care delivery in Australia.

Competenze

• Minimum 3 years in patient services, healthcare administration, or a related customer-focused role.
• Proven experience leading and supervising teams in a professional healthcare or service environment.
• Strong interpersonal and communication skills, both written and verbal.
• Excellent organizational and time management abilities.
• Demonstrated problem-solving and conflict resolution skills.
• Proficiency with scheduling software, electronic health records (EHR) systems, and Microsoft Office applications.
• Knowledge of healthcare operations, patient care standards, and compliance requirements.
• Ability to multitask, prioritise effectively, and work in a fast-paced environment.
• Customer service excellence with a patient-centered approach.
• Preferred: Australian healthcare setting experience and familiarity with Australian healthcare standards.

Mansioni

• Lead, supervise, and mentor a team of patient services representatives, providing coaching and performance feedback to support professional development.
• Manage patient scheduling, registration, and check-in processes to optimize workflow and minimize wait times.
• Address and resolve patient complaints and concerns with professionalism and empathy, implementing corrective actions as needed.
• Coordinate with clinical and administrative departments to ensure seamless patient care delivery and information flow.
• Develop and implement patient services policies and procedures that align with organizational standards and healthcare regulations.
• Monitor key performance metrics and analyze data to identify opportunities for service improvement.
• Oversee administrative tasks including documentation, record management, and compliance with healthcare requirements.
• Train and onboard new staff members on patient services protocols and organisational expectations.
• Maintain a welcoming and organized patient services environment that reflects organizational values.
• Communicate effectively with patients, staff, and leadership to address concerns and share updates.

Conoscenze

Team leadership

Interpersonal communication

Organizational skills

Time management

Problem solving

Conflict resolution

Customer service orientation

Adaptability in fast-paced environment

Effective communication with patients

Multitasking ability

Strumenti

Scheduling software

EHR systems

Microsoft Office

Descrizione del lavoro

Genea Adelaide seeks an experienced Patient Services Manager to oversee patient services operations, lead a dedicated team, and ensure exceptional patient experiences while maintaining administrative excellence.

You will liaise between clinical staff, administrative teams, and patients, fostering a supportive environment that prioritises patient satisfaction and efficient care delivery in Australia.