Patient Services Administrator — Compassionate Care Coordinator

City Fertility Centre; Brisbane; On-site; AUD 52,000 - 68,000; Full time

Job summary

City Fertility Centre in Brisbane is seeking a Patient Services Administrator who will ensure a welcoming, empathetic experience for patients throughout their fertility journey. You will be the first point of contact, manage appointment scheduling, registrations, billing support, and maintain accurate patient records in a privacy-compliant environment.

This on-site role offers a collaborative, patient-centered team culture and ongoing professional development.

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

Office coordination

Data entry

Communication

Education

Year 12

Tools

Microsoft Office

Practice software

Job description

City Fertility Centre in Brisbane is seeking a Patient Services Administrator who will ensure a welcoming, empathetic experience for patients throughout their fertility journey. You will be the first point of contact, manage appointment scheduling, registrations, billing support, and maintain accurate patient records in a privacy-compliant environment.

This on-site role offers a collaborative, patient-centered team culture and ongoing professional development.