Patient Services Team Leader

Repromed, part of the Monash IVF Group, are leading the future of reproductive care:
Repromed is renowned for advancing the delivery of reproductive health services for contemporary lifestyles. As leaders in our field, we offer a dynamic workplace to those seeking to make a difference. You’ll be joining a team of multidisciplinary specialists who collaborate to improve the experience and outcomes for patients with care and compassion.

Repromed values each and every one of our employees:
Leading the evolution of care also means caring for our people. We ensure all employees feel included, supported and valued. Being part of Repromed gives you access to many benefits, including the following:   

• A Learning & Development Framework that supports your professional development
• Access to a contemporary Employee Assistance Program for employee wellbeing; physical, mental, social and financial.
• Discounts on Repromed fertility and ultrasound services
• Paid IVF Leave
• Paid Parental Leave - 12 weeks plus superannuation

A role with unique responsibilities:
The Patient Services Team Leader plays a crucial role in achieving the Repromed vision.

Reporting to the Patient Services Manager, this position exists to lead the Patient Services team which is accountable for reception, medical records, telephony and clinic administration at Dulwich and Mawson Lakes. 

The Patient Services Team Leader will work collaboratively with other departmental leaders to ensure the team fully delivers the care and services promised to patients, doctors and other stakeholders.

Under guidance from the Leadership team, you will have the following responsibilities:

• Rostering and timesheet approvals

• Oversee invoicing and receipting, patient financial communication and debtor management
• Foster a positive, inclusive and psychologically safe workplace culture
• Establish and monitor KPIs in conjunction with PSM
• Induction of new staff, succession planning and identify emerging talent within the team
• Patient feedback resolution and escalation
• Drive employee engagement initiatives and support wellbeing programs
• Champion exceptional patient centred care across all patient touchpoints
• Support achievement of clinic and department growth targets through operational excellence
• Monitor productivity, staffing requirements and resource utilisation
• Lead and participate in Department quality improvement projects based from operational metrics.
• Ensure seamless coordination of patient pathways

Are you the ideal candidate for us?
The ideal candidate will see their role as vital to the success of the organisation. Understanding there are ups and down in reproductive health, our Patient Services team is sensitive to the needs of patients and will support their well-being through timely and considered communication and care.

Ideally you will bring the following:

• Demonstrated ability to lead, develop and mentor a high-performing team
• Superior organisation and time management skills, with a proven ability to multitask
• Exceptional interpersonal, communication and relationship-building skills
• Strong attention to detail and commitment to accuracy
• Comprehensive understanding of Medicare and Private Health Fund billing
• High level of initiative and problem-solving capability
• Commitment to delivering exceptional patient-centred care
• Ability to manage sensitive and complex patient interactions with empathy and professionalism
• Experience working collaboratively within a multidisciplinary healthcare environment
• Understanding of patient confidentiality requirements and healthcare privacy obligations
• Proven ability to drive continuous improvement and support operational excellence
• Resilience, adaptability and a positive approach in a fast-paced clinical setting
• A willingness to embrace the Monash IVF Group Principles: Care, Collaborate, Communicate, Commitment and Create.

The successful applicant will be based primarily at our Dulwich clinic, however may also be occasionally required to work from our Mawson Lakes and Darwin locations (all travel and accommodation expenses in Darwin are covered).

If you’re ready to join the brave leaders of reproductive care, please apply now.