Leading the future of reproductive care At Monash IVF we’re trying to change the way society thinks and acts in relation to their fertility. We’re removing stigmas, empowering people to make better decisions and to act earlier. Ultimately, we are trying to improve everyone’s chance of having a family. That’s why it’s so important that the people we select to join our team are genuinely compassionate and caring, and truly want to make a difference. If this sounds like you, read on. Monash IVF Group 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 the Monash IVF Group gives you access to many benefits. Your professional growth truly matters to us - we’re dedicated to supporting you with meaningful development opportunities, guidance, and a commitment to your success. You will have access to participate in an Annual Mentor Program, as well as a Learning & Development Framework that supports your professional goals. We deeply care about our employees’ physical and mental well-being, as well as work-life balance, fostering a supportive environment where you feel valued, heard, and empowered to thrive both personally and professionally. Enjoy access to CU Health Employee Assistance program and Fitness Passport gym membership! As part of our commitment to you, we offer 12 weeks paid parental leave and exclusive discounts on MIVFG fertility and ultrasound services, providing you with the support you need during life's important moments. As a Nationally Accredited RTO, M Group Reproductive Healthcare Institute, you will be empowered with the skills and nationally recognized qualifications to unlock new opportunities and reach your full potential. About the role: This is an exciting opportunity for a proactive and compassionate individual who thrives in a fast-paced, patient-focused environment. As the primary point of contact on our phone switchboard, you will play a critical role in managing incoming calls, directing inquiries, and ensuring patients receive timely and accurate information. Your professionalism and empathy will set the tone for an exceptional patient experience. In addition to managing calls, you will provide support across all areas of patient services, contributing to smooth clinic operations. What you’ll be doing: Operate the clinic’s phone switchboard as the first point of contact for all patient calls Triage and respond to incoming calls promptly and professionally, directing inquiries to the appropriate team Assist patients with bookings, appointment changes, and general inquiries over the phone Provide accurate information regarding clinic services and processes Support patient services by performing administrative tasks, including data entry into the patient management system Assist with reception duties when required, welcoming patients and ensuring a positive experience Process medical billing and payments in line with clinic policies Collaborate with internal clinical teams to ensure seamless communication and patient care Maintain a strong focus on delivering a best-in-class experience for all patients and stakeholders Ideally you will bring the role: Outstanding phone etiquette and communication skills, with the ability to manage high call volumes professionally and compassionately Strong administrative skills with exceptional attention to detail Exceptional computer and IT skills, including proficiency in Microsoft Office Suite Ability to remain calm under pressure and multitask effectively in a fast-paced environment Excellent interpersonal abilities, with a patient-focused and empathetic approach Confidence in handling patient inquiries and providing accurate information over the phone Ability to work cohesively within a multi-disciplinary team Superior time management skills and organizational ability Experience in healthcare administration or medical billing (preferred) Familiarity with patient management systems and billing software (desirable) Flexibility to work across multiple clinic locations Commitment to applying the 5E patient experience principles – Empathy, Entrust, Engage, Empower, Expectation A willingness to embrace the Monash IVF Group principles – Care, Collaborate, Communicate, Commitment, Create Why work with us? At Monash IVF, we are more than just a workplace - we are a passionate and innovative community dedicated to empowering individuals and making a real difference in the world of fertility. Our state-of-the-art facilities provide an inspiring environment where cutting-edge technology meets compassionate care. We believe in fostering a culture of continuous growth and development, offering extensive learning and development opportunities, and our hybrid working model provides the flexibility you need to maintain a healthy work-life balance, while still being a part of a vibrant and fun team. This is more than just a job - it's an opportunity to join a dynamic and supportive environment. If you're passionate about people and ready to make an impact, we’d love to hear from you! If you’re ready to join the brave leaders of reproductive care, please apply now. Closing Date: Friday 30 January 2026 (unless filled prior) Lara Shmidel People and Culture Business Partner recruitment@monashivfgroup.om All personal information received by us from you or about you will be stored, used and disclosed by us in accordance with our Privacy of Your Information Policy.
