Patient Services Manager (Queensland)

City Fertility; Newstead; On-site; AUD 120,000 - 160,000; Full time

Job summary

City Fertility is seeking a Patient Services Manager to provide state-wide leadership across multiple clinics, ensuring exceptional patient experiences while driving operational excellence. The role leads Patient Services Team Leaders, sets service standards, and partners with clinical and operational leaders to optimise patient flow and outcomes.

The position combines strategic oversight with hands-on involvement, including workforce planning, budgeting and governance, and support during peak

Qualifications

• Minimum 5 years healthcare leadership experience across multiple sites.
• Budgeting, workforce planning and recruitment expertise.
• Change management, stakeholder engagement and communication skills.
• Billing governance, audit controls, compliance and risk management.
• Knowledge of fertility, private hospital sector or Medicare considerations.

Responsibilities

• Lead Patient Services Teams across multiple clinics to ensure consistent patient experiences.
• Set service standards, embed procedures, monitor performance and drive improvements.
• Oversee workforce planning, staffing models and budgeting for Patient Services.
• Partner with clinical, nursing and scientific leaders to support patient journeys.
• Manage complex rostering, billing governance and audit controls.
• Lead change management and continuous improvement projects across clinics.

Job description

Join City Fertility in a hands-on leadership role with state-wide responsibility for patient services. Lead and develop teams across multiple clinics, drive service excellence and work alongside Patient Services Team Leaders and clinic teams to ensure patients feel informed, supported and cared for throughout their fertility journey.

If you are passionate about developing people, improving services and delivering exceptional patient experiences, we would love to hear from you.

About the role

As Patient Services Manager, you will provide state-wide leadership across multiple City Fertility clinics, ensuring a consistently exceptional patient experience while driving operational excellence across Patient Services teams.

Leading Patient Services Team Leaders, you will set service standards, build team capability, oversee workforce planning, recruitment, budgeting and billing governance, and partner closely with clinical, nursing and scientific leaders to support patients through every stage of their fertility journey.

This is an influential leadership role that combines strategic oversight with a strong operational presence. While you will be responsible for driving consistency and performance across clinics, you will also remain connected to the day-to-day operation, supporting teams during periods of leave or increased demand, assisting with complex patient matters and leading by example in delivering exceptional service.

Working collaboratively with operational and clinical leaders, you will help shape the future of patient services, drive continuous process improvement and create positive experiences for both patients and employees.

What you will do

As the Patient Services Manager, you will:

• Lead and develop Patient Services Team Leaders across multiple clinics, building capability, driving performance and fostering a culture of accountability, collaboration and exceptional patient care.
• Establish and embed consistent patient service standards, operating procedures and best practices across the state, monitoring performance and implementing improvement initiatives to enhance patient outcomes and service delivery.
• Own workforce planning, recruitment and talent management for Patient Services teams, including approving staffing models, supporting succession planning and partnering with People & Culture on retention and engagement strategies.
• Manage state labour and non-labour budgets, analyse performance data, oversee billing governance and audit controls, and implement corrective actions to achieve financial and operational targets.
• Oversee complex rostering and resource allocation across clinics to ensure appropriate coverage, operational efficiency and continuity of patient care.
• Maintain a visible leadership presence within clinics, supporting Team Leaders and leading service recovery for escalated or complex patient matters.
• Partner closely with nursing, scientific and operational leaders to optimise patient flow, clinic capacity, treatment readiness and overall patient experience.
• Ensure compliance with privacy, accreditation, quality and regulatory requirements, including the delivery of audit programs, KPI reporting and risk management initiatives.
• Lead change management and continuous improvement projects that simplify processes, strengthen patient communication and improve operational outcomes.
• Represent Patient Services in state forums, communicate organisational priorities effectively and contribute to strategic planning and service excellence initiatives.

What we are looking for

• Minimum 5 years' healthcare leadership experience with multi-site responsibility, and a proven ability to lead through leaders, develop high-performing teams and deliver consistent operational outcomes.
• Strong capability in budgeting, workforce planning, recruitment and change management , with a commercial mindset and a demonstrated ability to balance people, service and financial outcomes.
• Exceptional stakeholder engagement and communication skills , with the credibility to build trusted partnerships and influence outcomes across clinical, scientific, operational and corporate teams.
• Demonstrated success in billing governance, audit controls, compliance, risk management and continuous improvement , with the ability to use data and insights to strengthen patient experience and operational performance.
• Knowledge of the fertility, specialist healthcare or private hospital sector , including Medicare requirements, patient administration processes and, ideally, IVF terminology, donor and surrogacy program protocols, together with an understanding of regulatory, compliance and quality standards.

Please note that as this is an on-site role, successful candidates will need to be able to work on-site across various Queensland 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 provide proof 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