Team Leader - New Patient Care

New Patient Care Team LeaderSydney, NSW | Full TimeLead a high-performing team that helps more patients access life-changing fertility care.At Virtus Health, our purpose is simple: helping people create healthy families.Every day, our teams support patients through one of the most important and emotional journeys of their lives. Behind every patient interaction is a dedicated team committed to providing exceptional care, support and service.We are seeking an experienced New Patient Care Team Leader to lead our national New Patient Care team across IVF Australia, Melbourne IVF, Queensland Fertility Group and Western Australia. This is an exciting opportunity to shape the future of patient acquisition, drive team performance and help more patients access the care they need. Why Join Virtus?Lead a nationally distributed team through an exciting transformation journeyMake a meaningful impact on patient access to fertility careWork closely with senior leaders across Marketing, Operations and Patient ExperienceJoin a purpose-driven organisation dedicated to helping people create healthy familiesOpportunity to build capability, improve performance and influence changeSupportive culture that values teamwork, innovation, care and successProfessional development and career growth opportunities About the RoleReporting to the Head of Marketing, you will lead the New Patient Care team nationally, driving capability, performance and operational excellence.This role is focused on improving the conversion of inbound patient enquiries into specialist appointments while creating a consistent, high-performing national approach to patient acquisition.You will play a key role in coaching team members, embedding best practices, developing training programs and creating a culture focused on exceptional customer service and results.Key ResponsibilitiesLead, coach and motivate the New Patient Care team across multiple locationsConduct regular one-on-one meetings and team performance discussionsDeliver capability uplift initiatives and coaching programsPartner with external sales training providers and coordinate training activitiesImplement workforce planning and rostering strategies to optimise service deliveryDrive consistent national processes and lead management practicesReview and improve scripts, workflows and customer experience processesIdentify and implement service level agreements (SLAs) across the patient acquisition journeyMonitor performance and identify opportunities to improve conversion outcomesBuild strong relationships with internal stakeholders including doctors, marketing, business development and operational teamsContribute to the development of a high-performing, customer-focused culture About YouTo succeed in this role, you will bring:Previous team leadership experienceExperience leading teams within a contact centre, customer service or sales environmentStrong coaching and people development capabilitiesExcellent communication and stakeholder engagement skillsExperience managing performance through coaching, call listening and feedbackAbility to manage escalations and deliver positive customer outcomesStrong project management skills with the ability to manage multiple initiatives simultaneouslyExperience building high-performing teams and positive workplace culturesIntermediate to advanced Microsoft Office skillsStrong facilitation and presentation skillsYou'll be an energetic, resilient and inspiring leader who enjoys developing people and creating exceptional customer experiences.Our Commitment to InclusionAt Virtus, we believe our strength comes from our people and the diverse experiences they bring.We are committed to creating an inclusive workplace where everyone feels respected, valued and supported to thrive. We welcome applications from people of all backgrounds, cultures, genders, ages, abilities and experiences. Apply NowIf you're an experienced team leader who is passionate about coaching people, driving performance and delivering outstanding customer experiences, we'd love to hear from you.Apply today and help lead a team that supports more patients on their journey to creating a family.Please note that while we appreciate all applications, only shortlisted candidates will be contacted.