Senior FAC Coordinator

Introduction:

Are you passionate about helping people navigate their path to parenthood? We are seeking a Senior FAC Coordinator to lead the daily operations of our Fertility Advice Centre (FAC) in Newstead. In this pivotal role, you will be the first point of contact for clients, ensuring a seamless and supportive experience while driving operational excellence across the team.

You will oversee inbound and outbound communications, coordinate client services, and manage administrative processes to deliver compassionate, timely and high-quality care. With a strong focus on customer service, you will set and monitor performance targets, support continuous improvement and contribute to the success of the FAC and broader clinic operations.

The Company

Over 21,000 babies and countless smiles for more than 21 years.

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 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 CHA and SMG's global medical, operational, and research excellence, allowing us to offer cutting-edge fertility care with a personal touch.

Why Join Us?

At City Fertility, 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 Senior Fertility Advice Centre (FAC) Coordinator plays a pivotal role in leading the daily operations of the Fertility Advice Centre, ensuring the delivery of exceptional client service and operational efficiency. This role is responsible for supervising inbound and outbound communications, coordinating client services and managing administrative processes to support a seamless and compassionate experience for individuals seeking fertility advice and treatment.

The Senior FAC Coordinator sets and monitors customer service targets, ensures timely and appropriate responses to all enquiries, and identifies opportunities for continuous improvement. As a key support to the FAC team and broader clinic operations, this role contributes to the overall success of the fertility service through leadership, initiative and a strong commitment to patient-centred care.

Key Responsibilities

• Coordinate daily operations of the Fertility Advice Centre
• Be the first point of contact for clients, delivering empathetic and professional service
• Manage appointment scheduling, follow-ups, and multi-channel communications
• Maintain accurate client records and uphold confidentiality standards
• Support administrative tasks, reporting, and documentation
• Liaise with clinical and admin teams to ensure continuity of care
• Monitor service metrics and identify areas for improvement
• Assist with onboarding and training of new FAC team members
• Contribute to the development of FAC procedures and protocols
• Coordinate marketing and promotional activities for the FAC
• Ensure alignment with organisational values in all client interactions
• Support audits and quality assurance processes
• Stay informed about fertility services and communicate effectively with clients
• Collaborate across departments to enhance service delivery

Provide feedback to management to improve client experience

Key Criteria

The successful candidate will bring:

• Proven experience in a client-facing role with a compassionate approach
• Strong administrative skills and attention to detail
• Excellent communication skills, both verbal and written
• Ability to work collaboratively in a multidisciplinary team

Experience in healthcare or fertility services is highly desirable

Application Process

If you are ready to take the next step in your career and contribute to a team that is changing lives, we would love to hear from you. Click 'Apply' and submit your resume and cover letter (including contact details for two referees) today.

Alternatively, you can find all our opportunities at City Fertility Career Opportunities:

Please note that applications will be progressed as received.

City Fertility is proud to be an equal opportunity employer. We celebrate diversity in all its forms and are committed to fostering an inclusive workplace where everyone feels valued and empowered to contribute. Regardless of gender, age, ability, race, ethnicity, sexual orientation, gender identity or religion - we welcome you to be part of our progressive and supportive team.

** An applicant must be legally entitled to work in Australia - successful candidates are required to provide proof 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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