Patient Services Leader - Victoria Clinics

Monash IVF Group; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Annual Mentor Program

Learning & Development Framework

CU Health Employee Assistance program

Fitness Passport gym membership

14 weeks paid parental leave

Fertility and ultrasound service price

Fertility and ultrasound service price

Job summary

Monash IVF Group is seeking an experienced Patient Services Manager to lead our Victorian patient services team and drive a best-in-class patient experience across our clinic network. This senior role collaborates with clinicians, nurses, scientists and operational leaders to ensure patient-centred care.

The role reports to the Regional Manager Victoria and focuses on delivering exceptional service, patient satisfaction and continuous improvement across multiple sites in Victoria.

Qualifications

• Proven leadership experience in healthcare operations or patient services.
• Experience delivering superior patient experiences in complex service environments.
• Ability to balance competing priorities and drive service excellence.

Responsibilities

• Lead and develop Victorian patient services, reception, administration and practice management teams to deliver a high-performing, engaged culture.
• Ensure exceptional patient care and service experiences across all Victorian clinics with strong focus on patient satisfaction and NPS.
• Drive a nationally consistent customer experience model through collaboration with clinic leaders and multidisciplinary teams.
• Build partnerships with clinicians, nurses, scientists and operations teams to support efficient, compliant service delivery.
• Contribute to strategic and operational planning, including budget management, reporting, and continuous improvement.
• Oversee patient feedback and complaints management with timely resolution and service recovery.

Skills

Leadership

Patient services

Operations management

Change management

Communication

Team development

Stakeholder engagement

Job description

Monash IVF Group is seeking an experienced Patient Services Manager to lead our Victorian patient services team and drive a best-in-class patient experience across our clinic network. This senior role collaborates with clinicians, nurses, scientists and operational leaders to ensure patient-centred care.

The role reports to the Regional Manager Victoria and focuses on delivering exceptional service, patient satisfaction and continuous improvement across multiple sites in Victoria.