Patient Services Manager

Job description

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 development Manage patient scheduling, registration, and check-in processes to optimize workflow and minimize wait times Address and resolve patient complaints and concerns with professionalism and empathy, implementing corrective actions as needed Coordinate with clinical and administrative departments to ensure seamless patient care delivery and information flow Develop and implement patient services policies and procedures that align with organizational standards and healthcare regulations Monitor key performance metrics and analyze data to identify opportunities for service improvement Oversee administrative tasks including documentation, record management, and compliance with healthcare requirements Train and onboard new staff members on patient services protocols and organisational expectations Maintain a welcoming and organized patient services environment that reflects organizational values Communicate 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 role Proven experience leading and supervising teams in a professional healthcare or service environment Strong interpersonal and communication skills, both written and verbal Excellent organizational and time management abilities Demonstrated problem-solving and conflict resolution skills Proficiency with scheduling software, electronic health records (EHR) systems, and Microsoft Office applications Knowledge of healthcare operations, patient care standards, and compliance requirements Ability to multitask, prioritise effectively, and work in a fast-paced environment Customer service excellence with a patient-centered approach Preferred: Experience in an Australian healthcare setting or familiarity with Australian healthcare standards Preferred: 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 sessions Learning and development – Ongoing opportunities for continuous education through Education Days, internal development, conference opportunities and companywide initiatives Certified 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 ( ) if we can help with any reasonable adjustments to enable you to participate in the job application process Fertility SA has been a trusted name in reproductive medicine in South Australia for almost three decades, dedicated to providing exceptional fertility care to our local community. Our journey began with a commitment to helping individuals and couples achieve their dreams of parenthood through compassionate, personalised care and cutting-edge reproductive technologies. In 2023, we entered an exciting new chapter in our history by partnering with Genea Fertility, a global leader in reproductive medicine. This collaboration has allowed us to enhance our already comprehensive services with world-class technology and innovations, further improving outcomes for our patients.