Patient Services Specialist — Compassionate Care & Growth

City Fertility; Sydney; On-site; AUD 52,000 - 70,000; Full time

Job summary

City Fertility in Sydney’s Circular Quay on-site office is seeking a Patient Services Administrator to be the first point of contact for patients, guiding them through their fertility journey with empathy and clarity.

You will handle appointments, registrations, billing in line with Medicare, data entry, and liaison with clinicians and partners, contributing to high-quality, patient-centred care in a supportive team.

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

Office administration

Customer service

Microsoft Office

Communication skills

Education

Year 12 or equivalent

Tools

Practice management software

Job description

City Fertility in Sydney’s Circular Quay on-site office is seeking a Patient Services Administrator to be the first point of contact for patients, guiding them through their fertility journey with empathy and clarity.

You will handle appointments, registrations, billing in line with Medicare, data entry, and liaison with clinicians and partners, contributing to high-quality, patient-centred care in a supportive team.