Patient Services Team Leader - 12mth Maternity Contract

City Fertility; Newstead; On-site; AUD 85,000 - 110,000; Full time

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.

Skills

Leadership

Roster management

Communication

Healthcare operations

Privacy compliance

Job description

Patient Services Team Leader - 12mth Maternity Contract

About the role

We are seeking an experienced and people‑focused Patient Services Team Leader on a 12‑month Maternity Leave Cover to elevate the patient experience across our busy national clinics. In this hands‑on leadership role, you'll guide and support Patient Services Administrators, ensure seamless day‑to‑day operations, and create an environment where patients feel informed, reassured and cared for. If you thrive in a role that blends coordination, coaching and meaningful patient interaction, this is your opportunity to make a real impact.

What you will do

As a Patient Services Team Leader, you set the tone for operational excellence at the clinic. You will lead, coach and support Patient Services Administrators while maintaining a strong front‑of‑house presence. Your guidance ensures patients feel heard and informed, workflows run smoothly, and clinical teams can focus on care. Through effective coordination, communication and leadership, you’ll champion our values - Compassion, Respect, Commitment, Quality and Communication - every day.

Key Responsibilities

• Lead, coach and support Patient Services Administrators to maintain service standards
• Build and adjust rosters and breaks within budgeted hours, escalating complex issues as required
• Maintain an active front‑of‑house presence, stepping in to support patient flow as needed
• Collaborate with nursing and scientific teams to align schedules, theatre lists and documentation
• Oversee front‑of‑house service recovery; resolve clinic‑level complaints and **escalate** systemic issues
• Monitor billing discipline (quotes, receipting, banking), investigate variances and complete first‑line reconciliations
• Ensure SOP adherence, accurate records, privacy compliance and completion of daily/weekly checks
• Lead clinic team meetings and handovers to support communication and collaboration
• Conduct onboarding, buddying and on‑the‑job training; track competencies and identify development needs
• Use data and patient feedback to improve access, wait times and information clarity
• Manage leave requests and timesheet approvals; elevate performance concerns appropriately
• Foster an inclusive, supportive culture where staff feel safe to speak up and patients feel respected

What we are looking for

• Demonstrated leadership of a front‑of‑house or patient administration team in healthcare, with a coaching style that reflects City Fertility’s values
• Strong rostering, coordination and problem‑solving skills with the ability to balance patient experience and operational efficiency
• Confident communication skills and the ability to translate clinical priorities into clear plans for Patient Services Administrators
• Experience in billing controls, reconciliation, documentation quality and privacy compliance, with strong attention to detail
• A developing understanding of IVF terminology, donor and surrogacy program protocols, and broader industry developments

Please note that as this is an on‑site role, successful candidates will need to be able to work on‑site across various clinic locations.

** Applicants must be legally entitled to work in Australia - successful candidates are required to provideproof 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