Mandarin-Speaking Patient Concierge

Join IVF Australia as our Mandarin-Speaking Patient Concierge & New Patient Care Consultant  

Be part of a compassionate, innovative team shaping the future of fertility care.

Location: Sydney – Across IVFA Clinics 

Employment Type: Full Time 

Department: Patient Services

About the Role

As IVF Australia continues to welcome a growing number of Mandarin-speaking patients from China, Taiwan, Singapore, and other regions, we are proud to introduce a newly created dual-role position: Mandarin-Speaking Patient Concierge & New Patient Care Consultant.

This unique role is designed to provide culturally sensitive, bilingual support throughout the fertility journey—while also playing a critical role in managing new patient enquiries and driving bookings across IVF Australia and The Fertility Centre clinics in NSW.

You'll work closely with patients, clinicians, and internal teams to ensure Mandarin-speaking patients receive outstanding care, from first enquiry through to treatment.

This role will involve working across our Burwood, Kogarah, Greenwich and City clinics, according to patient & Dr needs.

Key Responsibilities

Mandarin-Speaking Patient Concierge

• Be the main point of contact for Mandarin-speaking patients throughout their treatment

• Provide in-person and virtual interpretation during consultations and appointments

• Translate treatment plans, instructions, and follow-up communications

• Offer compassionate and culturally sensitive support

• Manage Mandarin-language bookings, enquiries, and correspondence

• Maintain accurate records of patient interactions

New Patient Care Consultant

• Provide high-quality information to new patients across IVF Australia and The Fertility Centre clinics

• Convert new patient enquiries into confirmed bookings

• Handle inbound phone and web enquiries

• Make outbound calls to follow up on new leads and opportunities

• Use CRM software (Salesforce) to manage all patient interactions and data

• Coordinate closely with Fertility Specialists' rooms to schedule new patient appointments

• Prioritise new patient enquiries based on urgency and availability

• Contribute to continuous improvement of team processes and the patient experience

Success in This Role Means You Can:

• Effectively convert new patient enquiries into bookings

• Build trust and rapport with patients—especially those navigating the process in a second language

• Represent IVF Australia with empathy, professionalism, and cultural sensitivity

What We're Looking For

Essential

• Fluent in Mandarin and English (written and spoken)

• Experience in patient-facing or customer service roles (sales experience highly regarded)

• Excellent customer service skills with a compassionate and empathetic approach

• Strong communication and relationship-building skills

• Ability to take feedback and continuously improve

• Strong administrative and computer literacy skills

• Experience with CRM systems (e.g. Salesforce) preferred

• High attention to detail, great time management, and ability to work independently

• Team player who collaborates well with clinical and administrative teams

Desirable

• Experience in healthcare, medical interpretation, or health administration

• Understanding of fertility services and IVF processes

• Familiarity with Mandarin-language social media platforms

• Qualifications in interpreting, languages, communications, or customer service

Why You'll Love This Role

• Create a warm, welcoming experience for Mandarin-speaking patients

• Help patients access life-changing fertility treatment with clarity and care

• Be part of a purpose-driven, supportive team that values diversity

• Contribute to our international growth and reputation in the fertility sector

Apply Now

If you're a bilingual communicator with a passion for patient care and helping families begin their journey, we'd love to hear from you.

Submit your application today and help us make every patient journey supportive, inclusive, and world-class.