We are seeking an experienced and people‑focused Patient Services Team Leader 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.
About City Fertility
Over 21,000 babies and countless smiles for more than 21 years.
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.
As a proud partner of the CHA IVF global network, we benefit from over 35 years of world-renowned expertise in reproductive medicine. This partnership gives us unique access to global medical, operational, and research excellence, allowing us to offer cutting-edge fertility care with a personal touch.
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; escalate performance concerns appropriately
- Foster an inclusive, supportive culture where staff feel safe to speak up and patients feel respected
What are we 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
Why Join City Fertility?
At City Fertility, you'll join a progressive, people-centred organisation that values innovation, integrity, and impact. We offer;
- A supportive, inclusive workplace culture
- Opportunities for professional growth and development
- The chance to make meaningful difference in patients’ lives
- Access to global expertise through the CHA IVF network
Ready to Apply?
If you are ready to lead operational excellence and help shape the future of fertility care, we would love to hear from you.
Click ‘Apply’ and submit your resume and cover letter (including contact details for two referees) today. All candidates will be reviewed as received. We respectfully advise that agency applications are not being accepted at this time.
Alternatively, you can find all our opportunities at City Fertility Career Opportunities: https://www.cityfertility.com.au/about-us/career-opportunities/
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. Regardless of gender, age, ability, race, ethnicity, sexual orientation, gender identity, or religion - we welcome you to be part of our progressive and supportive team.
- 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.
- Candidates applying for day procedure/hospital positions may be required to provide proof of specific immunisations and vaccinations.
- All personal information received will be stored, used and disclosed by us in accordance with our Privacy Policy.