Patient Relationship Coordinator Full-time

4 weeks ago

Sydney, Australia Genea Full time

Company Description

Where cutting edge science meets heartfelt care

Every fertility journey is different, and at Genea we’re committed to helping our patients fulfil their dreams. We’re here to support them at each important step, and to assist them with preserving their fertility and planning team future family. Our Patient Support team play a key role in providing consistent, personalised care to every single patient throughout their fertility journey - working closely alongside our Science & Nursing teams.

Genea is committed to providing the best possible patient experience, coupled with the best possible outcomes - making Genea pretty special place to work. 

Job Description

Currently we are looking to hire a Patient Support Officer to join our team on a full time basis. This role will see you taking ownership of all non-clinical aspects of patients' treatment, personalising care and supporting their fertility journey.

Your duties will include:

  • Exceptional customer service
  • Onboarding new patients by booking all appointments required for them to get started with treatment, providing them with an overview of what their timeline to treatment will look like, making their first interaction with Genea as seamless as possible.
  • Serving as the main point of contact for patients throughout their fertility journey, coordinating and working closely with other departments to ensure the patients have all of the information they need.
  • Conducting follow-ups to ensure patient satisfaction, address any concerns, and foster loyalty with the patient.
  • Perform in-depth financial consultations with our patients to ensure they have a complete understanding of the cost of treatment.
  • Referring and follow up of any clinical queries with the appropriate departments
  • Maintain patient records in our electronic medical records system and CRM system.

Qualifications

This role would suit a customer service and administration allrounder - someone who genuinely enjoys working as part of a team and helping people. You will be flexible, proactive and organised - strong PC skills are a must and you will enjoy working with new technologies. 

Additional Information

Our staff tell us it is the people they work with that makes them stay, the Genea family. That, and our exceptional success rates. It is pretty special working for one of Australia's leading IVF clinics.

And what's in it for you?

We know it's important to look after our staff, so Genea offers a number of perks including;

  • Social club – Join up and you will be invited to attend regular events throughout the year. A great way to meet and socialise with the broader Genea family.  
  • Good for you - Genea's health and wellbeing program offering free fitness classes including HIT and Yoga 
  • Glow - Our online recognition and rewards portal. Access discounts at over 350+ retailers as well as accessing recipes, fitness classes and mindfulness sessions
  • Learning and development – Ongoing opportunities for continuous education through Education Days, internal development, conference opportunities and companywide initiatives
  • Certified Family Friendly workplace 2023/24 – including 12 weeks paid parental leave after 6 months regardless of gender, flexible work arrangements, access to parents at work for support, access to prima for support, breast feeding rooms and remote working opportunities.
  • Flexible working options dependent on your role

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