Patient Services Administrator

About the role

The Patient Services Administrator at City Fertility plays a vital role in supporting patients through one of the most significant journeys of their lives.

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.

As a PSA at Coolangatta Health Hub you will also support administration for Ballina FSF when operational.

What you will do

• 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

What we are looking for

• 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; experience in medical administration is advantageous


• 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

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.

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

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.

Candidates applying for day procedure/hospital positions may be required_to provide proof of specific immunisations and vaccinations_.

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