Patient Support Liaison Officer

Sydney CBD Location

Patient Support Liaison Officer – Full time

This is an exciting opportunity for an experienced medical administration officer who is passionate and enjoys the challenges and responsibility of working within a very fast paced specialist clinical environment.

IVFAustralia is a leading provider of fertility services, providing the highest possible standard of fertility treatment in a compassionate and personalised environment. With a large group of medical specialists, scientists, nurses and counsellors leading the delivery of advanced scientific technology, we are caring for an increasing number of patients.

To be successful in this position, you will have the following attributes:

• Previous experience in a specialist medical field.
• Experience in patient quoting/accounts.
• Thrive on working in a fast-paced environment.
• Ability to work well in a team and independently.
• An ability to adapt to individual work styles and varying situations, with a flexible approach to work.
• Excellent time management, high attention to detail, great organisational skills and customer service telephone skills
• A high level of communication, ability to multitask, conflict resolution skills and interpersonal skills to be able to interact with all levels of people.
• Experience proactively helping and solving patients' questions.
• Empathetic, understanding with the ability to provide the utmost respect and support for all patients during this highly emotional medical treatment.
• A high level of computer literacy including proficiency in Microsoft office, Outlook, Microsoft word, Excel and converting documents to PDF files.

The duties and responsibilities:

• Ensuring compliance with onboarding and registering patients.
• Maintain accurate patient records and update information between internal and external clinics, including detailed note taking of all patient interactions.
• Manage patient inquiries and appointments, resolve issues promptly, via email and telephone.
• Responding to voicemail messages and inbox enquiries
• Requesting Nursing consultations in preparation for treatment commencement
• Referring and following up clinical queries with appropriate departments
• Providing quotes to all patients undergoing treatment via email and in person
• Providing telephone support for our patients regarding Medicare and Health Funds
• Invoicing, receipting and dealing with administrative enquiries relating to payments.
• Develop a strong relationship with our clinic teams clearly defining their needs/requirements and ensure they are performed at the highest standard.
• Exercise judgement where necessary to solve immediate problems in situations where precedents have been set and procedures outlined.
• Build good relationships with patients by using strong communication skills and understanding customers' needs while maintain confidentiality, that adheres to our policy and procedures.
• Be a valuable team member of the clinic – living up to IVFAustralia's image, culture and core values.

What We Offer:

• A meaningful role in a leading fertility practice where you'll make a real difference.
• Work-life balance
• Opportunities for growth and professional development.

• The chance to be part of a dedicated, passionate team that values compassion, support, and excellence.

• Join a safe & inclusive workplace; we have an active Ally Network & Diversity Council

• Stay on top of your physical and mental health with the Virtus Wellness Program
• Realise your career ambitions through our leadership development program
• Take advantage of salary sacrifice options for vehicles

How to Apply:

If you're ready to bring your skills and passion to a rewarding role, we'd love to hear from you. Please submit your resume and a brief cover letter outlining your interest and relevant experience.