Patient Services Team Lead - Front Desk & Care Coordination

City Fertility

Newstead

On-site

AUD 85,000 - 110,000

Full time

14 days+

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Job summary

City Fertility in Australia seeks a Patient Services Team Leader for a 12-month maternity cover to elevate patient experience across our clinics. You will lead Patient Services Administrators, coach frontline staff and ensure seamless day-to-day operations, enabling clinical teams to focus on care.

The role demands strong rostering, excellent communication and a compassionate leadership style aligned with City Fertility values.

Qualifications

Experience leading a front-of-house or patient administration team.
Strong rostering, coordination and problem-solving skills.
Understanding of IVF terminology and donor and surrogacy program protocols.

Responsibilities

Lead, coach and support Patient Services Administrators to maintain service standards.
Build and adjust rosters within budgeted hours.
Maintain a front‑of‑house presence to support patient flow.
Collaborate with nursing and scientific teams to align schedules.
Oversee front‑of‑house service recovery; resolve clinic‑level issues.
Monitor billing discipline, investigate variances and reconciliations.
Ensure SOP adherence, privacy compliance and daily/weekly checks.
Lead clinic team meetings and handovers to support communication.
Conduct onboarding, buddying and on‑the‑job training; track competencies.
Use data and patient feedback to improve access, wait times and information clarity.