About this role
We are seeking a professional and empathetic Patient Services Manager to join our healthcare organization in Adelaide, Australia. In this role, you will oversee patient services operations, lead a dedicated team, and ensure exceptional patient experiences while maintaining administrative excellence. You will serve as a key liaison between clinical staff, administrative teams, and patients, fostering a supportive environment that prioritises patient satisfaction and organizational efficiency.
Lead, supervise, and mentor a team of patient services representatives, providing coaching and performance feedback to support professional developmentManage patient scheduling, registration, and check-in processes to optimize workflow and minimize wait timesAddress and resolve patient complaints and concerns with professionalism and empathy, implementing corrective actions as neededCoordinate with clinical and administrative departments to ensure seamless patient care delivery and information flowDevelop and implement patient services policies and procedures that align with organizational standards and healthcare regulationsMonitor key performance metrics and analyze data to identify opportunities for service improvementOversee administrative tasks including documentation, record management, and compliance with healthcare requirementsTrain and onboard new staff members on patient services protocols and organisational expectationsMaintain a welcoming and organized patient services environment that reflects organizational valuesCommunicate effectively with patients, staff, and leadership to address concerns and share updates Minimum 3 years of experience in patient services, healthcare administration, or a related customer-focused roleProven experience leading and supervising teams in a professional healthcare or service environmentStrong interpersonal and communication skills, both written and verbalExcellent organizational and time management abilitiesDemonstrated problem-solving and conflict resolution skillsProficiency with scheduling software, electronic health records (EHR) systems, and Microsoft Office applicationsKnowledge of healthcare operations, patient care standards, and compliance requirementsAbility to multitask, prioritise effectively, and work in a fast-paced environmentCustomer service excellence with a patient-centered approachPreferred: Experience in an Australian healthcare setting or familiarity with Australian healthcare standardsPreferred: Knowledge of healthcare compliance and regulatory requirements 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;
Glow - Our online recognition and rewards portal. Access discounts at over 350+ retailers as well as accessing recipes, fitness classes and mindfulness sessionsLearning and development – Ongoing opportunities for continuous education through Education Days, internal development, conference opportunities and companywide initiativesCertified Family Friendly workplace 2025/26 Genea is committed to providing a workplace that is diverse, equitable and inclusive. It is important to us that our hiring process is accessible and open to all, we welcome applications from Indigenous Australians, people with disability, people from diverse cultural and linguistic backgrounds, mature age workers and LGBTIQA+ people.”
Please contact our recruitment team ([email protected]) if we can help with any reasonable adjustments to enable you to participate in the job application process