Job Description
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 New 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
Prospect 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.

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