Patient Services Manager

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

Leading the future of reproductive careAt Monash IVF we’re trying to change the way society thinks and acts in relation to their fertility. We’re removing stigmas, empowering people to make better decisions and to act earlier. Ultimately, we are trying to improve everyone’s chance of having a family.

That’s why it’s so important that the people we select to join our team are genuinely compassionate and caring, and truly want to make a difference. If this sounds like you, read on.

Monash IVF Group values each and every one of our employees.
Leading the evolution of care also means caring for our people. We ensure all employees feel included, supported and valued. Being part of the Monash IVF Group gives you access to many benefits.

• Your professional growth truly matters to us - we’re dedicated to supporting you with meaningful development opportunities, guidance, and a commitment to your success. You will have access to participate in an Annual Mentor Program, as well as a Learning & Development Framework that supports your professional goals.
• We deeply care about our employees’ physical and mental well-being, as well as work-life balance, fostering a supportive environment where you feel valued, heard, and empowered to thrive both personally and professionally. Enjoy access to CU Health Employee Assistance program and Fitness Passport gym membership!
• As part of our commitment to you, we offer 14 weeks paid parental leave and exclusive discounts on MIVFG fertility and ultrasound services, providing you with the support you need during life's important moments.

About the role:
We are seeking an experienced and passionate Patient Services Manager to lead our Victorian Patient Services team and drive a best-in-class patient experience across our clinic network. This is a highly visible leadership role that works closely with multidisciplinary teams including clinicians, nurses, scientists and operational leaders to ensure a consistent, patient-centred approach across all Victorian clinics.

Reporting to the Regional Manager Victoria, you will be accountable for:

• Lead and develop Victorian patient services, reception, administration and practice management teams to deliver a high-performing, engaged and patient-focused culture.
• Ensure the delivery of exceptional patient care and service experiences across all Victorian clinics, with a strong focus on patient satisfaction and Net Promoter Score (NPS) outcomes.
• Drive a nationally consistent customer experience model by collaborating with clinic leaders and key stakeholders across multidisciplinary teams.
• Build effective partnerships with clinicians, nurses, scientists and operational teams to support efficient, compliant and patient-centred service delivery.
• Contribute to strategic and operational planning, including business growth initiatives, budget management, reporting and continuous improvement activities.
• Oversee patient feedback and complaints management processes, ensuring timely resolution, service recovery and implementation of improvement initiatives.
• Ensure compliance with healthcare regulations, accreditation standards, workplace health and safety requirements, risk management processes and organisational policies.

About you:
You are a passionate people leader who thrives on creating exceptional experiences for both patients and teams. With a proven background in healthcare operations, customer service or practice management, you bring the ability to inspire high-performing teams, build trusted relationships and drive continuous improvement. You are an empathetic and confident communicator who can navigate complex situations with professionalism and care, while balancing operational demands and business outcomes. Most importantly, you are motivated by making a genuine difference in the lives of patients and are committed to delivering service excellence in a fast-paced, patient-centred environment.

You will bring:

• Proven leadership experience managing and developing high-performing patient services, administration or healthcare support teams.
• Demonstrated success in delivering exceptional customer and patient experiences in a complex service environment.
• Strong operational management skills, with the ability to balance competing priorities and drive service excellence.
• Excellent communication and interpersonal skills, with a talent for building trusted relationships across all levels of an organisation.
• Experience leading change, implementing process improvements and fostering a culture of continuous improvement.
• Sound problem-solving and decision-making capabilities, with the confidence to manage challenging situations and patient concerns effectively.
• A collaborative and adaptable approach, with the ability to work effectively across multidisciplinary teams and multiple sites.
• A genuine passion for patient-centred care and a commitment to creating positive outcomes for patients, employees and the broader organisation.

Why work with us?
At Monash IVF, we are more than just a workplace - we are a passionate and innovative community dedicated to empowering individuals and making a real difference in the world of fertility. Our state-of-the-art facilities provide an inspiring environment where cutting-edge technology meets compassionate care.

We believe in fostering a culture of continuous growth and development, offering extensive learning and development opportunities, and our hybrid working model provides the flexibility you need to maintain a healthy work-life balance, while still being a part of a vibrant and fun team.

This is more than a job - this is an opportunity to combine your leadership passion with purpose, influencing positive outcomes for patients, employees and the broader organisation.

If you're looking for an opportunity to lead with purpose, influence positive change and elevate the patient experience across Victoria, we'd love to hear from you.

Closing Date: Friday 6 November 2026 (Unless filled prior)

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