Team Leader - New Patient Care | Sydney, NSW | Full Time

Lead a high-performing team that helps more patients access life-changing fertility care.

At Virtus Health, our purpose is simple: helping people create healthy families.

Every day, our teams support patients through one of the most important and emotional journeys of their lives. Behind every patient interaction is a dedicated team committed to providing exceptional care, support and service.

We are seeking an experienced New Patient Care Team Leader to lead our national Recent Patient Care team across IVF Australia, Melbourne IVF, Queensland Fertility Group and Western Australia. This is an exciting opportunity to shape the future of patient acquisition, drive team performance and help more patients access the care they need.

Why Join Virtus?

- Lead a nationally distributed team through an exciting transformation journey
- Make a meaningful impact on patient access to fertility care
- Work closely with senior leaders across Marketing, Operations and Patient Experience
- Join a purpose-driven organisation dedicated to helping people create healthy families
- Opportunity to build capability, improve performance and influence change
- Supportive culture that values teamwork, innovation, care and success
- Professional development and career growth opportunities

About the Role

Reporting to the Head of Marketing, you will lead the New Patient Care team nationally, driving capability, performance and operational excellence.

This role is focused on improving the conversion of inbound patient enquiries into specialist appointments while creating a consistent, high-performing national approach to patient acquisition.

You will play a key role in coaching team members, embedding best practices, developing training programs and creating a culture focused on exceptional customer service and results.

Key Responsibilities

- Lead, coach and motivate the New Patient Care team across multiple locations




- Conduct regular one-on-one meetings and team performance discussions
- Deliver capability uplift initiatives and coaching programs
- Partner with external sales training providers and coordinate training activities
- Implement workforce planning and rostering strategies to optimise service delivery
- Drive consistent national processes and lead management practices
- Review and improve scripts, workflows and customer experience processes
- Identify and implement service level agreements (SLAs) across the patient acquisition journey
- Monitor performance and identify opportunities to improve conversion outcomes
- Build strong relationships with internal stakeholders including doctors, marketing, business development and operational teams
- Contribute to the development of a high-performing, customer-focused culture

About You

To succeed in this role, you will bring:

- Previous team leadership experience
- Experience leading teams within a contact centre, customer service or sales environment
- Strong coaching and people development capabilities
- Excellent communication and stakeholder engagement skills
- Experience managing performance through coaching, call listening and feedback
- Ability to manage escalations and deliver positive customer outcomes
- Strong project management skills with the ability to manage multiple initiatives simultaneously
- Experience building high-performing teams and positive workplace cultures
- Intermediate to advanced Microsoft Office skills
- Strong facilitation and presentation skills

You’ll be an energetic, resilient and inspiring leader who enjoys developing people and creating exceptional customer experiences.

Our Commitment to Inclusion

At Virtus, we believe our strength comes from our people and the diverse experiences they bring.

We are committed to creating an inclusive workplace where everyone feels respected, valued and supported to thrive.

We welcome applications from people of all backgrounds, cultures, genders, ages, abilities and experiences.

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📌 Team Leader - New Patient Care | Sydney, NSW | Full Time (New South Wales)
🏢 Virtus Health
📍 New South Wales