Patient Services Administrator

City Fertility; City of Melbourne; On-site; AUD 52,000 - 68,000; Full time

Job summary

City Fertility is seeking a Patient Services Administrator to welcome and guide patients through their fertility journey. You will be the initial point of contact, scheduling, registering patients, and coordinating pathways with empathy and clear communication.

The role requires confidential handling of patient data, accuracy in fee estimates, and collaboration with clinicians and partners to maintain high-quality, patient-centered care.

Qualifications

• Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia.
• At least 12 months experience in office administration or reception, with strong customer service skills; experience in medical administration is advantageous.
• Proficiency in Microsoft Office Suite and ability to learn practice management software; attention to detail and strong organisational skills.
• Demonstrated ability to communicate effectively, manage multiple priorities, and work collaboratively in a patient-focused environment aligned with City Fertility’s values.
• Commitment to maintaining confidentiality, continuous learning, and supporting quality and compliance standards in healthcare.

Responsibilities

• Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism.
• Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience.
• Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines.
• Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication.
• Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards.
• Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail.
• Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards.
• Monitor and maintain reception and waiting areas to ensure a welcoming environment for patients and visitors.
• Liaise with clinicians, suppliers, and external partners to support operational needs and patient care.
• Contribute to continuous improvement initiatives, including policy and process reviews and change management programs.
• Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements.
• Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues.
• Uphold workplace health and safety standards, reporting hazards and incidents promptly.
• Represent City Fertility’s values in all interactions, promoting a positive, patient-focused culture.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Team collaboration

Education

Year 12 qualification or equivalent

Tools

Microsoft Office Suite

Practice management software

Job description

We are looking for a Patient Services Administrator who is passionate about making a difference in people’s lives. This role is more than administration—it’s about creating a welcoming, supportive experience for patients during one of the most significant journeys they will ever take. If you thrive in a dynamic, patient-focused environment and value empathy, quality, and teamwork, we’d love to hear from you.

What you will do

The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives.

Guided by our values of Compassion, Respect, Commitment, Quality, and Communication, this role is the first point of contact for patients, helping them navigate their fertility journey with empathy and clarity. The position will directly contribute to delivering high-quality, patient-centred care and fostering trust and confidence in our services. It is a great opportunity to make a meaningful impact and develop skills in a dynamic, supportive environment committed to continuous improvement and clinical excellence.

Key Responsibilities

• Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism
• Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience
• Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines
• Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication
• Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards
• Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail
• Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards
• Monitor and maintain reception and waiting areas to ensure a welcoming environment for patients and visitors
• Liaise with clinicians, suppliers, and external partners to support operational needs and patient care
• Contribute to continuous improvement initiatives, including policy and process reviews and change management programs
• Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements
• Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues
• Uphold workplace health and safety standards, reporting hazards and incidents promptly
• Represent City Fertility’s values in all interactions, promoting a positive, patient-focused culture

What we are looking for

The successful candidate will have:

• Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia
• At least 12 months experience in office administration or reception, with strong customer service skills; experience in medical administration is advantageous
• Proficiency in Microsoft Office Suite and ability to learn practice management software; attention to detail and strong organisational skills
• Demonstrated ability to communicate effectively, manage multiple priorities, and work collaboratively in a patient-focused environment aligned with City Fertility’s values
• Commitment to maintaining confidentiality, continuous learning, and supporting quality and compliance standards in healthcare

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