Job Description
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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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 professional development and career growth opportunities
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Make a meaningful difference in the lives of patients and families every day
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About The Role
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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 setting 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.
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What You Will Do
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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.
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Key Responsibilities
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Lead, coach and support Patient Services Administrators to maintain service standards
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Build and adjust rosters and breaks within budgeted hours, escalating complex issues as required
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Maintain an active front-of-house presence, stepping in to support patient flow as needed
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Collaborate with nursing and scientific teams to align schedules, theatre lists and documentation
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Oversee front-of-house service recovery; resolve clinic-level complaints and elevate systemic issues
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Monitor billing discipline (quotes, receipting, banking), investigate variances and complete first-line reconciliations
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Ensure SOP adherence, accurate records, privacy compliance and completion of daily/weekly checks
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Lead clinic team meetings and handovers to support communication and collaboration
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Conduct onboarding, buddying and on-the-job training; track competencies and identify development needs
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Use data and patient feedback to improve access, wait times and information clarity
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Manage leave requests and timesheet approvals; elevate performance concerns appropriately
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Foster an inclusive, supportive culture where staff feel secure to speak up and patients feel respected
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What We Are Looking For
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Demonstrated leadership of a front-of-house or patient administration team in healthcare, with a coaching style that reflects City Fertility's values
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Strong rostering, coordination and problem-solving skills with the ability to balance patient experience and operational efficiency
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Confident communication skills and the ability to translate clinical priorities into clear plans for Patient Services Administrators
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Experience in billing controls, reconciliation, documentation quality and privacy compliance, with strong attention to detail
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A developing understanding of IVF terminology, donor and surrogacy program protocols, and broader industry developments
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Alternatively, you can find all our opportunities at City Fertility Career Opportunities:

-us/career-opportunities/
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For further information about the role, please email
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to arrange a confidential discussion. Please note that applications will be progressed as received.
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Please note that as this is an in office role, successful candidates will need to be able to work on-site across various clinic locations.
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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.
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Candidates applying for day procedure/hospital positions may be required to provide proof of specific immunisations and vaccinations.
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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)
🏢 Fertility
📍 Queensland