Patient Services Administrator

City Fertility HRM•Claremont, CA

23h

About The Position

We are looking for Patient Services Administrators who are 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. About City Fertility Over 21,000 babies and countless smiles for more than 21 years. Established in 2003, City Fertility is one of Australia’s leading IVF and fertility service groups. We provide seamless care across the full fertility spectrum, ensuring the best possible chances of conception through rigorous protocols and science-based treatments. As a proud partner of the CHA IVF global network, we benefit from over 35 years of world-renowned expertise in reproductive medicine. This partnership gives us unique access to global medical, operational, and research excellence, allowing us to offer cutting-edge fertility care with a personal touch. Position Purpose The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives. This position is more than administration—it’s about creating a welcoming, compassionate experience for every patient while ensuring operational excellence across our clinics. 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.

Requirements

Minimum Year 12 qualification (or equivalent) and eligibility to work in Australia
At least 12 months experience in office administration or reception, with strong customer service skills
Proficiency in Microsoft Office Suite and ability to learn practice management software
Attention to detail and strong organisational skills
Demonstrated ability to communicate effectively, manage multiple priorities, and work collaboratively in a patient-focused environment aligned with City Fertility’s values
Commitment to maintaining confidentiality, continuous learning, and supporting quality and compliance standards in healthcare

Nice To Haves

Experience in medical administration is advantageous

Responsibilities

Provide exceptional first-point-of-contact service to patients, ensuring all interactions reflect empathy, respect, and professionalism
Manage patient appointment scheduling, registration, and pathway coordination to ensure a seamless experience
Prepare accurate, individualised fee estimates and manage billing processes in line with Medicare guidelines
Handle incoming calls and inbox management promptly and effectively, maintaining clear and compassionate communication
Maintain accurate patient records and data entry in compliance with privacy and confidentiality standards
Support daily banking, reconciliation, invoicing, and debt collection processes with attention to detail
Assist with internal audits, accreditation reporting, and compliance activities to uphold quality standards
Monitor and maintain reception and waiting areas to ensure a welcoming environment for patients and visitors
Liaise with clinicians, suppliers, and external partners to support operational needs and patient care
Contribute to continuous improvement initiatives, including policy and process reviews and change management programs
Provide support for donor and surrogacy programs, storage consent monitoring, and compliance requirements
Troubleshoot Medicare claims and liaise with relevant agencies to resolve patient billing issues
Uphold workplace health and safety standards, reporting hazards and incidents promptly
Represent City Fertility’s values in all interactions, promoting a positive, patient-focused culture