Payments officer

Description:

Company Description

Genea is one of Australia's leading providers of treatment for patients facing infertility challenges, with more than 35 years of experience in the field. Our culture is one of innovation, passion and teamwork - we are constantly striving to improve pregnancy outcomes for our patients, while providing the best possible care and support throughout their treatment journey.

Job Description

About the Role

As part of our Patient Finance team, you'll play a key role in ensuring a seamless payment experience for patients throughout their fertility treatment journey. You'll be the main point of contact for all payment-related queries, working closely with clinical and administrative teams to support patients with professionalism and empathy.

Key Responsibilities

Payment Processing & Administration

• Ensure payment details are registered and advanced payments are collected prior to treatment commencement
• Process payments on treatment day one and manage ongoing payment collection
• Prepare fee estimates including health fund eligibility checks for metro and regional clinics
• Process refunds and handle general accounts queries
• Maintain accurate records of all patient interactions in relevant systems
  
  

Patient Support

• Respond to all patient queries via phone and email within the same business day
• Serve as the primary contact for advanced payment enquiries, ensuring patients understand their financial obligations
• Assist patients with registering payment details and acknowledging fee estimates
• Anticipate patient needs and address non-clinical questions efficiently
  
  

Follow-Up & Liaison

• Review patient lists to identify and follow up on outstanding payments
• Manage non-payment cases with appropriate communication to patients, Patient Services, clinical staff, and doctors
• Collaborate with relevant departments to resolve payment issues and ensure continuity of care
  
  

Qualifications

About You

You're a customer-focused professional who takes pride in delivering exceptional service, even when navigating sensitive conversations. You're organised, proactive, and comfortable managing multiple priorities in a fast-paced environment.

Skills & Experience

• Proven experience in a customer service role, ideally within healthcare, finance, or a similar environment
• Strong computer literacy with confidence using Microsoft Office and Outlook
• Excellent communication skills across written, phone, and face-to-face interactions
• Ability to handle sensitive patient enquiries with empathy and professionalism
• High attention to detail and strong organisational skills
  
  

Qualifications

• High School Certificate (or equivalent) or above
  
  

Additional Information

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 (hrrecruit@genea.com.au) if we can help with any reasonable adjustments to enable you to participate in the job application process