Patient Support Officer

Patient Support Officer 

Westmead or Kogarah Location

Part time/ Full Time

This is an exciting opportunity for an experienced medical administration officer who is passionate and enjoys the challenges and responsibility of working within a very fast paced specialist clinical environment. 

IVFAustralia is a leading provider of fertility services, providing the highest possible standard of fertility treatment in a compassionate and personalised environment. With the largest group of medical specialists, scientists, nurses and counsellors leading the delivery of advanced scientific technology, we are caring for an increasing number of patients. 

The role is a part time/full time working in our Kogarah/Westmead Office.

You will be required to provide a high level of service to our patients which will include:

• Providing exceptional customer over the phone and in person
• Provide treatment quotes for all types of IVF cycles and various treatments provided by our clinics.
• Provide detailed information to our patients regarding Medicare and health fund rebates.
• Liaise with teams within the clinic regarding the patients’ cycles.

The successful applicant will play an important role in the patients’ overall experience, ensuring that this is a highly satisfying role for the incumbent. 

The duties and responsibilities:

• Providing quotes to all patients undergoing treatment via email and in person
• Providing telephone support for our patients regarding Medicare and Health Funds
• Invoicing, receipting and dealing with administrative enquiries relating to payments. 
• Be a valuable team member of the clinic – living up to IVFAustralia’s image, culture and core values.
• Develop a strong relationship with our clinic teams clearly defining their needs/requirements and ensure they are performed at the highest standard. 
• Exercise judgement where necessary to solve immediate problems in situations where precedents have been set and procedures outlined.
• Build good relationships with patients by using strong communication and negotiation skills to understand customers’ needs and deliver a service that meets their needs and adherence to policy and standards.

To be successful in this position, you will have the following attributes:

• Previous experience in a specialist medical field.
• Experience in patient quoting/accounts.
• Thrive on working in a fast-paced environment.
• Ability to work well in a team and independently.
• An ability to adapt to individual work styles and varying situations, with a flexible approach to work. 
• Excellent time management, organisational skills and customer service telephone skills
• A high level of communication, conflict resolution skills and interpersonal skills to be able to interact with all levels of people.
• Experience proactively helping and solving patients’ questions. 
• Empathetic, understanding with the ability to provide the utmost respect and support for all patients during this highly emotional medical treatment.  
• A high level of computer literacy including proficiency in Microsoft- word and outlook, excel and adobe.

If you are that person and are looking at progressing your career with Australia’s leading fertility service’s company that provides great opportunities for growth and development and believe you have the motivation and enthusiasm to exceed patient expectations, then forward your CV and cover letter to:

Natalie Pham 

Patient Support Manager NSW/ACT

************@ivf.com.au