Patient Services Manager

**Introduction**:
This is a rewarding opportunity to join a nationally recognised fertility provider in a leadership role that blends team management, patient coordination and operational oversight. Based across our Claremont and Applecross sites, you will play a pivotal role in ensuring the smooth functioning of patient services, supporting our patient services administrators, clinicians and patients through their fertility journey with empathy and precision.
If you are an experienced healthcare administrator with a passion for people, process improvement and reproductive health, this is a meaningful career move. You will lead a collaborative patient services team, gain exposure to assisted reproductive technology, and contribute to a values-led organisation committed to excellence in patient care.
The Company
Over 21,00 babies and countless smiles for more than 21 years.
Fertility Specialists is a partner of the City Fertility and CHA IVF global network, which has a 35-year track record as world-renowned pioneers in reproductive medicine. This Partnership provides Fertility Specialists with unique access to CHA and SMG’s globally renowned medical, operational, and research & development expertise.
Established in 2003, City Fertility (CFC) is one of Australia ’s leading IVF & fertility service groups. We provide seamless care across the full fertility spectrum, while ensuring the best possible chances of conception for our patients through our rigorous protocols and actively taking part in research projects and science-based treatments.
Why Join Us?
At Fertility Specialists, you will be part of a progressive and people-centred organisation that values innovation, integrity and impact. We offer a flexible and supportive work environment, opportunities for professional growth and the chance to make a meaningful contribution to a growing healthcare group.
**Description**:
Position Purpose
The Patient Services Manager plays a pivotal role in leading the administrative operations of the Patient Services department, ensuring the delivery of high-quality, patient-centred care.
The Patient Services Manager is solutions-focused, proactive and capable of motivating and mentoring others to achieve team goals. With a strong understanding of reproductive medicine, Medicare legislation, and assisted reproductive technologies, the Patient Services Manager will drive operational and administrative excellence, foster a positive team culture and contribute to continuous improvement across Fertility Specialists Western Australian operations.
This role requires a confident and empathetic communicator who can build strong relationships with patients, clinicians and staff.
Key Responsibilities
- Lead and manage the daily operations of the Patient Services department to ensure smooth and efficient service delivery.
- Supervise and mentor administrative staff, overseeing onboarding, training and performance management.
- Coordinate patient-facing functions including reception, appointment scheduling, registration and pathway support.
- Oversee Medicare billing, quoting, receipting, and financial reconciliation, including petty cash and aged debtors.
- Respond to escalated patient and staff enquiries, ensuring timely and empathetic resolution.
- Support donor and surrogacy programs, including consent management and compliance with legislative requirements.
- Maintain privacy compliance, contribute to internal audits and support accreditation and KPI reporting.
- Collaborate with internal teams and external stakeholders to ensure seamless communication and service integration.
- Promote quality and safety standards, contributing to continuous improvement and WHS initiatives.

Stay informed of IVF terminology and industry developments to support operational excellence.
Key Criteria
- Demonstrated experience in medical practice management, including at least three years in a leadership role within a healthcare or IVF setting, with proven capability in supervising teams, managing rosters, overseeing financial transactions and ensuring compliance with Medicare and ART legislation.
- Strong interpersonal and communication skills, with a track record of mentoring and coaching staff, resolving patient and employee grievances, fostering a collaborative and patient-focused team culture aligned with organisational values.
- Proven ability to manage competing priorities and delegate effectively, demonstrating sound judgment, attention to detail and a commitment to continuous improvement.

Understanding of IVF-specific terminology, donor and surrogacy program protocols, and broader industry developments, with the ability to support compliance, workplace health and safety, and staff training initiatives, while actively contributing to strategic planning and policy enhancement.
Application Process
Fertility Specialists is an equal opportunity employer - All facets of diversity are important to us and we endeavour to create an environment where e