About City Fertility

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

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.

Why Join Us?

- Be part of a global network with world-class fertility expertise
- Work in a supportive, collaborative, and inclusive team environment
- Access ongoing professional development and career growth opportunities
- Make a meaningful difference in the lives of patients and families every day

About The Role

We are seeking an experienced and people-focused Patient Services Team Leader on a 12-month Maternity Leave Cover 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.

What You Will Do

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 elevate 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; elevate performance concerns appropriately
- Foster an inclusive, supportive culture where staff feel secure to speak up and patients feel respected

What We Are 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

Alternatively, you can find all our opportunities at City Fertility Career Opportunities: https://www.cityfertility.com.au/about-us/career-opportunities/

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

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.

- Applicants 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 by will be stored, used and disclosed by us in accordance with our Privacy Policy.

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📌 Patient Services Team Leader - 12mth Maternity Contract (Queensland)
🏢 City Fertility
📍 Queensland