Patient Services Administrator - IVF

We are looking for a Patient Services Administrator who is passionate about making a difference in people’s lives. This role is more than administration—it’s about creating a welcoming, supportive experience for patients during one of the most significant journeys they will ever take. If you thrive in a dynamic, patient-focused environment and value empathy, quality, and teamwork, we’d love to hear from you.

About City Fertility

Established in 2003, City Fertility is one of Australia’s leading IVF and fertility service groups. We provide seamless care across the full fertility spectrum, ensuring the best possible chances of conception through rigorous protocols and science-based treatments.

Position Purpose

The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives. Guided by our values of Compassion, Respect, Commitment, Quality, and Communication, this role is the first point of contact for patients, helping them navigate their fertility journey with empathy and clarity. The position will directly contribute to delivering high-quality, patient-centred care and fostering trust and confidence in our services.

Key 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.

What We Are Looking For

• 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.

Why Join Us?

At City Fertility, you’ll join a progressive, people-orientated organisation that values innovation, integrity and impact. We offer a flexible and supportive work environment, genuine opportunities for professional growth, and the chance to make a meaningful contribution to a growing healthcare group.

Be part of a global network with cutting-edge fertility expertise. Work in a collaborative, forward-thinking team that embraces innovation. Make a real impact by helping people achieve their dream of parenthood.

Ready to Apply?

If you are passionate about patient care and want to join a team that truly changes lives, we would love to hear from you. Click ‘Apply’ and submit your resume and cover letter (including contact details for two referees) today.

City Fertility is proud to be an equal opportunity employer. We celebrate diversity in all its forms and are committed to fostering an inclusive workplace where everyone feels valued and empowered to contribute.

An applicant 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.

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