Patient & Clinician Services Manager

Company Description

No better chance, no greater care

Genea are world leaders in Fertility treatment, we have been providing industry leading success rates for 40 years and are passionately committed to providing exceptional care to every single patient. With over 50 specialists on our team working Australia wide, Genea is a growing business constantly working to innovate, lift the bar and continually improve outcomes for our patients.

At the core of our business are our people, we work hard to create a workplace that is inclusive, engaging and diverse. Genea is a certified Inclusive Employer (25/26) and Family Friendly Certified workplace, we offer numerous benefits to our staff and truly value the contribution of each individual employee. We currently have a brand new role available, supporting our VIC & QLD with a focus on Doctor support & patient experience.

You'll be the connective tissue between patients, clinicians, and clinic operations across our VIC and QLD sites. Your focus will be on delivering a genuinely outstanding patient experience — from first contact through to treatment — while ensuring our doctors are well-supported and our compliance obligations are met.

You'll work closely and report into the Director of Operations.

What you'll be responsible for

Exceptional patient care — owning the patient experience end-to-end, from initial enquiry and conversion through to active treatment, including follow-up of stalled patients and resolution of complaints with empathy and speed

Doctor satisfaction — acting as the primary point of liaison for clinicians across VIC and QLD, coordinating smooth doctor onboarding and making sure day-to-day clinician support runs without friction

Compliance & governance — maintaining admin support for RTAC requirements and clinical governance processes, ensuring obligations are met consistently across sites

Qualifications

What we're looking for

• A track record of delivering high-quality patient or customer experience in a clinical or healthcare setting (Ideally Fertility)
• Skilled at complaints handling — you stay calm, you listen, and you resolve
• Comfortable building trust with doctors and clinical staff — you understand what they need and you make it happen
• Detail-oriented enough to manage compliance requirements without letting them slow everything else down
• Experience in a regulated clinical environment an advantage — RTAC familiarity welcome but not required

Additional Information

Our staff tell us it is the people they work with that makes them stay. That, and our exceptional success rates. It is pretty special working for one of Australia's leading Fertility 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 ( [email protected]) if we can help with any reasonable adjustments to enable you to participate in the job application process