Monash Ultrasound for Women are leading the future of reproductive health
Monash Ultrasound for Women (MUFW) is Melbourne’s premier provider of obstetric and gynaecological diagnostic ultrasound services. Clinics are located at Berwick, Box Hill, Clayton, Cremorne, Mulgrave and Sunshine.

MUFW provides a comprehensive tertiary level prenatal diagnostic service and we are committed to maintaining our position as a leader in the field. Monash Ultrasound For Women understands that patients desire both caring service and information about their scans, tests and results. Our genetic counsellors, together with sonologists and sonographers, provide for these needs in a thoughtful and sensitive manner.

MUFW is actively involved in research studies and education programs both nationally and internationally. Our clinics are equipped with state-of-the-art GE ultrasound systems. Our expert team are committed to best practice and optimal patient care.

A role with unique responsibilities

This is a newly created role at MUFW, providing an exciting opportunity for an experienced customer service/bookings professional to step into a dedicated leadership position and help shape the future of our bookings function.

As the MUFW Call Centre/Bookings Team Leader, you will play a key role in supporting the Patient Services Manager to deliver best-in-class service across bookings, call enquiries, and services to our referring doctors. Based in Clayton, you will provide day-to-day leadership and direction to the bookings team, ensuring efficient operations, exceptional patient experiences and consistently high standards of accuracy and service. This is a highly phone-based role, ideal for someone who enjoys connecting with patients, with the majority of each day dedicated to managing inbound and outbound calls and booking enquiries across a five-day working week.

This role will see you oversee the daily operations of bookings and call enquiries, coordinate task allocation, monitor KPIs and NPS results, and identify opportunities to improve processes and the patient experience. You will work closely with doctors, genetic counsellors, nurses, sonographers and internal and external administration teams, building strong relationships across MUFW and supporting collaborative operations across our sites.

Your responsibilities will include:





- Personally managing a high volume of inbound and outbound patient calls and booking enquiries throughout the day, five days per week
- Leading, supporting and providing direction to the MUFW bookings team, including coordinating daily tasks and team performance
- Overseeing the day-to-day operations of bookings and inbound call enquiries, ensuring accurate and timely bookings and efficient use of clinic resources
- Monitoring team KPIs and NPS results, providing feedback and recommendations to the Patient Services Manager
- Personally handling a high volume of inbound and outbound patient calls and booking enquiries through the day, five days per week.
- Building strong qualified relationships with doctors, sonographers, nurses, genetic counsellors and internal and external administration teams
- Supporting MUFW’s referring doctor network by delivering an exceptional experience for patients, doctors and referrers
- Identifying and implementing opportunities to improve processes, the patient experience and the way our bookings function operates
- Ensuring all bookings and patient interactions are managed in accordance with MUFW clinical protocols, quality management systems, privacy and governance requirements

Are you the ideal candidate?

As this is a newly created leadership role, we’re looking for someone who is ready to take the next step in their career and make a meaningful impact on our bookings function. You’ll be a confident and collaborative leader who can support a team, build strong stakeholder relationships and identify opportunities to continuously improve the patient and referring doctor experience.

Ideally, you will bring the following:

- At least three years’ experience in a medical, health-related, customer booking or call centre environment
- Demonstrated leadership experience, with the ability to provide direction, feedback and support to a team
- Robust organisational, time management, problem-solving and decision-making skills, with exceptional attention to detail




- Excellent interpersonal and communication skills, with the ability to confidently manage difficult conversations with empathy and integrity
- Strong emotional intelligence and demonstrated ability to build effective relationships and influence across a diverse stakeholder group
- Experience working with healthcare software, with proficient computer skills
- A willingness to embrace the Monash IVF Group principles - Care, Collaborate, Communicate, Commitment, Create.

Why work with us?

At MUFW, we are more than just a workplace - we are a passionate and innovative community dedicated to empowering individuals and making a real difference in the world of fertility.

We believe in fostering a culture of continuous growth and development, offering extensive learning and development opportunities to help you advance your career.

Valuing each and every one of our employees

Leading the evolution of care also means caring for our people. We ensure all employees feel included, supported and valued. Being part of the Monash IVF Group gives you access to many benefits:

- Your professional growth truly matters to us - we’re dedicated to supporting you with meaningful development opportunities, guidance, and a commitment to your success. You will have access to participate in an Annual Mentor Program, as well as a Learning & Development Framework that supports your skilled goals.
- We deeply care about our employees’ physical and mental well-being, as well as work-life balance, fostering a supportive environment where you feel valued, heard, and empowered to thrive both personally and professionally. Enjoy access to CU Health Employee Assistance program and Fitness Passport gym membership!
- As a Nationally Accredited RTO, M Group Reproductive Healthcare Institute, you will be empowered with the skills and nationally recognized qualifications to unlock new opportunities and reach your full potential.

Closing Date: Friday 25 September 2026 (if not filled prior)

People & Culture Business Partner

All personal information received by us from you or about you will be stored, used and disclosed by us in accordance with our Privacy of Your Information Policy. Should you require any modifications to the recruitment/interview process, please email ***********@monashivfgroup.com.

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📌 Call Centre Team Leader (Melbourne)
🏢 Monash IVF Group
📍 Melbourne