Job Description
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We are looking for a Patient Services Administrator who is passionate about making a difference in people's lives. This role is more than administration—it's about creating a welcoming, supportive experience for patients during one of the most significant journeys they will ever take. If you thrive in a dynamic, patient-focused environment and value empathy, quality, and teamwork, we'd love to hear from you.
What you will do n
The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives.
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Guided by our values of
Compassion, Respect, Commitment, Quality, and Communication
, this role is the first point of contact for patients, helping them navigate their fertility journey with empathy and clarity. The position will directly contribute to delivering high-quality, patient-centred care and fostering trust and confidence in our services. It is a great opportunity to make a meaningful impact and develop skills in a dynamic, supportive environment committed to continuous improvement and clinical excellence.
Key Responsibilities n
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Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism
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Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience
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Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines
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Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication
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Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards
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Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail
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Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards
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Monitor and maintain reception and waiting areas to ensure a welcoming workplace for patients and visitors
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Liaise with clinicians, suppliers, and external partners to support operational needs and patient care
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Contribute to continuous improvement initiatives, including policy and process reviews and change management programs
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Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements
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Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues
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Uphold workplace health and safety standards, reporting hazards and incidents promptly
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Represent City Fertility's values in all interactions, promoting a positive, patient-focused culture
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What we are looking for n
The successful candidate will have:
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Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia
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At least 12 months experience in office administration or reception, with strong customer service skills; experience in medical administration is advantageous
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Proficiency in Microsoft Office Suite and ability to learn practice management software; attention to detail and strong organisational skills
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Demonstrated ability to communicate effectively, manage multiple priorities,



and work collaboratively in a patient-focused environment aligned with City Fertility's values
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Commitment to maintaining confidentiality, continuous learning, and supporting quality and compliance standards in healthcare
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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.
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For further information about the role, please email to arrange a confidential discussion. Please note that applications will be progressed as received.
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** Applicants must be legally entitled to work in Australia - successful candidates are required to provideproof 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.
About City Fertility n
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.
Why Join Us? n
At City Fertility, you will be part of a progressive, people-centred organisation where compassion, respect, commitment and quality care are at the heart of everything we do.
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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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#J-*****-Ljbffr

📌 Patient Services Administrator (Melbourne)
🏢 City Fertility
📍 Melbourne