Job Description

The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives.

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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. It is a great opportunity to make a meaningful impact and develop skills in a dynamic, supportive environment committed to continuous improvement and clinical excellence.

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As a PSA at Coolangatta Health Hub you will also support administration for Ballina FSF when operational.

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What you will do

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- Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism
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- Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience
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- Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines
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- Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication
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- Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards
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- Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail
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- Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards
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- Monitor and maintain reception and waiting areas to ensure a welcoming environment for patients and visitors
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- Liaise with clinicians, suppliers, and external partners to support operational needs and patient care
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- Contribute to continuous improvement initiatives, including policy and process reviews and change management programs
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- Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements
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- Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues
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- Uphold workplace health and safety standards, reporting hazards and incidents promptly
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- Represent City Fertility's values in all interactions, promoting a positive, patient-focused culture
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What we are looking for

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- Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia
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- At least 12 months experience in office administration or reception, with strong customer service skills; experience in medical administration is advantageous
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- Proficiency in Microsoft Office Suite and ability to learn practice management software; attention to detail and strong organisational skills
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- Demonstrated ability to communicate effectively, manage multiple priorities, and work collaboratively in a patient-focused environment aligned with City Fertility's values
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- Commitment to maintaining confidentiality, continuous learning,



and supporting quality and compliance standards in healthcare
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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.

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For further information about the role, please email [email protected] to arrange a confidential discussion. Please note that applications will be progressed as received.

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** Applicants must be legally entitled to work in Australia - successful candidatesare required toprovideproof of their right to work in Australia prior to commencement.

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** Candidates applying for day procedure/hospital positions maybe required to provide proof of specific immunisations and vaccinations.

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** All personal information received by will be stored,usedanddisclosedby usin accordance withour Privacy Policy.

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About City Fertility

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Over 21,000 babies and countless smiles for more than 21 years.

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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.

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Why Join Us?

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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.

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Be part of a global network with world-class fertility expertise

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Work in a supportive, collaborative, and inclusive team environment

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Access ongoing career development and growth opportunities opportunities

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Make a meaningful difference in the lives of patients and families every day

📌 Patient Services Administrator (City of Gold Coast)
🏢 City Fertility
📍 City of Gold Coast