About this role
This role suits someone with a genuine empathy for patients navigating complex and emotional fertility journeys, along with the patience and willingness to learn — fertility pathways, treatments and processes are complex and take time to master. We value hard work and dedication to understanding how the practice runs today, paired with the initiative to spot and suggest improvements once you're settled in.
We're open to candidates from a range of backgrounds — whether your experience is directly in medical reception, or in customer service/admin roles within healthcare or similar high-touch service environments.
Key Responsibilities
Manage the specialist's daily scheduling, bookings and patient flow, keeping a busy clinic running smoothlyAct as the first point of contact for patients — managing enquiries, bookings and complex or sensitive requests with empathy and careHandle day-to-day practice administration, correspondence and documentationSupport billing, Medicare processing, private health fund administration and item number claimingLiaise with external providers, hospitals, laboratories and other key stakeholdersLearn and apply an understanding of fertility treatment pathways to support patients appropriately at each stageIdentify opportunities to improve processes and efficiency once familiar with existing systems, working closely with the specialist to implement changes What We're Looking For
Experience in healthcare customer service, administration, or medical reception (specialist practice experience highly regarded but not essential)Genuine empathy and a patient-centred mindset — comfortable supporting people through emotional and complex healthcare journeysAbility to work autonomously and independently, with minimal supervision, in a busy single-practice settingPatience and a fast learner — willing to invest the time needed to understand fertility pathways, treatments and processesHighly organised, with strong time management and problem-solving skillsExcellent communication and interpersonal skillsA hard-working, dedicated approach, with the initiative to identify and suggest process improvementsPreferred (not essential)
Previous experience in a medical or specialist practice settingWorking knowledge of billing and claiming, including Medicare item numbersFamiliarity with medical practice management softwareHighly Desirable
Previous experience within Fertility, IVF, Women's Health or Obstetrics & GynaecologyUnderstanding of fertility treatment pathways and patient care journeys What's In It for You
Be part of a respected and growing Fertility and Gynaecology practiceWork closely with a passionate, highly-regarded specialistOpportunity to shape and influence how the practice runsCompetitive salary package commensurate with experienceMeaningful work supporting patients through important, life-changing journeysLearning and development – ongoing opportunities through Education Days, internal development, conference opportunities and companywide initiatives