Patient Services Team Leader

Monash Ivf Group; Adelaide; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Learning & Development Framework

Employee Assistance Program

Discounts on Repromed fertility and US

Paid Parental Leave - 12 weeks + super

Job summary

Monash IVF Group in Adelaide, SA, is seeking a Patient Services Team Leader to manage reception, medical records, telephony and clinic administration across Dulwich, Mawson Lakes and occasional Darwin locations.

You will lead a multidisciplinary team, drive KPIs, mentor staff, and ensure seamless patient pathways while delivering exceptional care and coordinating with doctors and stakeholders.

Qualifications

• Experience leading a patient services team in healthcare.
• Strong rostering, invoicing and receipting capabilities.
• Proven ability to drive patient-centered care and team engagement.

Responsibilities

• Rostering and timesheet approvals for the team.
• Oversee invoicing, receipting and patient financial communication.
• Foster an inclusive, psychologically safe workplace culture.
• Establish and monitor KPIs with the Patient Services Manager.
• Induction of new staff and succession planning.
• Resolve patient feedback and escalate where needed.
• Drive employee engagement initiatives and wellbeing programs.
• Champion exceptional patient-centred care across touchpoints.
• Support clinic and department growth targets via operational excellence.
• Monitor productivity, staffing requirements and resource use.
• Lead quality improvement projects from operational metrics.
• Coordinate seamless patient pathways.

Skills

Team leadership

Rostering

Invoicing & receipting

Patient services

Communication

Multitasking

Staff development

Tools

Billing software

Job description

Patient Services Team Leader Monash IVF Group Adelaide, SA, AU

Job Description

Repromed, part of the Monash IVF Group,are leading the future of reproductive care: Repromed is renowned for advancing the delivery of reproductive health servicesfor contemporary lifestyles. As leaders in our field, we offer a dynamicworkplace to those seeking to make a difference. You'll be joining a team ofmultidisciplinary specialists who collaborate to improve the experience andoutcomes for patients with care and compassion. Repromed values each and every one of our employees: Leading the evolution of care also means caring for our people. We ensureall employees feel included, supported and valued. Being part of Repromed givesyou access to many benefits, including the following:

• ALearning & Development Framework that supports your professionaldevelopment
• Accessto a contemporary Employee Assistance Program for employee wellbeing;physical, mental, social and financial.
• Discountson Repromed fertility and ultrasound services
• PaidParental Leave - 12 weeks plus superannuation

A role with unique responsibilities: The Patient Services Team Leader plays a crucial role in achieving the Repromedvision.

Reporting to the Patient ServicesManager, this position existesto lead the Patient Services team which isaccountable for reception, medical records, telephony and clinic administration at Dulwich and Mawson Lakes.

The Patient Services Team Leader willwork collaboratively with other departmental leaders to ensure the team fullydelivers the care and services promised to patients, doctors and otherstakeholders.

Under guidance from the Leadership team,you will have the following responsibilities:

• Rosteringand timesheet approvals
• Oversee invoicing and receipting,patient financial communication and debtor management
• Foster a positive, inclusive andpsychologically safe workplace culture
• Establish and monitor KPIs inconjunction with PSM
• Induction of new staff, successionplanning and identify emerging talent within the team
• Patient feedback resolution and escalation
• Drive employee engagementinitiatives and support wellbeing programs
• Champion exceptional patientcentred care across all patient touchpoints
• Support achievement of clinicanddepartment growth targets through operational excellence
• Monitor productivity, staffingrequirements and resource utilisation
• Lead and participate in Departmentquality improvement projects based from operational metrics.
• Ensure seamless coordination ofpatient pathways

Are you the ideal candidate for us? The ideal candidate will see their role as vital to the success of theorganisation. Understanding there are ups and down in reproductive health, our PatientServices team is sensitive to the needs of patients and will support theirwell-being through timely and considered communication and care.

Ideally you will bring the following:

• Demonstratedability to lead, develop and mentor a high-performing team
• Superiororganisation and time management skills, with a proven ability tomultitask
• Exceptionalinterpersonal, communication and relationship-building skills
• Strongattention to detail and commitment to accuracy
• Comprehensiveunderstanding of Medicare and Private Health Fund billing
• Highlevel of initiative and problem-solving capability
• Abilityto manage sensitive and complex patient interactions with empathy andprofessionalism
• Experienceworking collaboratively within a multidisciplinary healthcare environment
• Understandingof patient confidentiality requirements and healthcare privacy obligations
• Provenability to drive continuous improvement and support operational excellence
• Resilience,adaptability and a positive approach in a fast-paced clinical setting
• Awillingness to embrace the Monash IVF Group Principles: Care, Collaborate,Communicate, Commitment and Create.

The successful applicant will be based primarily at our Dulwich clinic, however may also be occasionally required to work from our Mawson Lakes and Darwin locations (all travel and accommodation expenses in Darwin are covered).

As the brave leaders of progressive reproductive care, Monash IVF Group offers dynamic workplaces for those driven to make a difference.

We are the trailblazers. The courageous, curious, and compassionate people advancing the delivery of reproductive and women's health services.

At Monash IVF Group, we are the experts at the forefront of the industry. Working with us, you'll be part of a caring team who are committed to positive outcomes.

As the brave leaders of progressive reproductive care, Monash IVF Group offers dynamic workplaces for those driven to make a difference.

We are the trailblazers. The courageous, curious, and compassionate people advancing the delivery of reproductive and women's health services.

At Monash IVF Group, we are the experts at the forefront of the industry. Working with us, you'll be part of a caring team who are committed to positive outcomes.