Patient Services Manager

About the role

Fertility SA, which partnered with Genea Fertility in 2023, is looking for a Patient Services Manager in Adelaide. The role oversees patient services operations, leads a team of patient services representatives and acts as a liaison between clinical staff, administrative teams and patients, with a focus on patient satisfaction and efficient workflows.

Key responsibilities

• Lead, supervise and mentor patient services representatives, giving coaching and performance feedback
• Manage patient scheduling, registration and check-in to optimise workflow and reduce wait times
• Resolve patient complaints and concerns professionally, implementing corrective actions where needed
• Coordinate with clinical and administrative departments for smooth patient care
• Develop and implement patient services policies and procedures aligned with standards and regulations
• Monitor performance metrics and analyse data to improve service quality
• Oversee documentation, record management and compliance, and train and onboard new staff
• Maintain a welcoming, organised environment and communicate clearly with patients, staff and leadership

Required profile

• At least 3 years of experience in patient services, healthcare administration or a similar customer-focused role
• Proven experience leading and supervising teams in a healthcare or service setting
• Strong written and verbal communication, organisation and time management skills
• Problem-solving and conflict resolution skills
• Ability to multitask and work in a fast-paced environment
• Patient-centred customer service approach
• Preferred: experience in an Australian healthcare setting or knowledge of Australian healthcare standards and compliance requirements

Required skills

• Scheduling software
• Electronic health records (EHR) systems
• Microsoft Office

What we offer

• Glow, an online recognition and rewards portal with discounts at over 350 retailers
• Ongoing learning through Education Days, internal development and conference opportunities
• Certified Family Friendly workplace 2025/26