Job Description

Lead patient outcomes. Shape service excellence. Drive operational performance.

At Monarch Mental Health Group (MMHG), our mission is ambitious and deeply meaningful:

To help more people recover from mental health conditions through evidence-based, innovative and compassionate treatment.

We provide TGA-approved, medical device-based therapies as an alternative to traditional medications — including TMS, Esketamine, and other next-generation options. As Australia’s fastest-growing mental health treatment network, we are expanding our leadership team and are now seeking a high-performing Head of Patient Care Coordination.

This is a role for someone who leads from the front — someone who thrives in complexity, creates structure, and elevates both patient experience and operational standards.

About the Role

You will take ownership of the patient care coordination function across MMHG’s national operations, leading a team responsible for delivering timely, compassionate and highly coordinated care for patients with complex mood disorders.

Your role sits at the intersection of clinical operations, patient experience, and organisational performance.

You will be responsible for:

• Leading and developing a team of Patient Coordinators who work across multiple clinics

• Ensuring high-quality intake, care coordination, case management and scheduling patient appointments

• Driving consistency, efficiency, and excellence across all patient-facing workflows

• Monitoring patient satisfaction, reducing access delays, and enhancing service delivery

• Coordinating closely with clinicians, VMOs and multidisciplinary teams

• Reporting directly to the Executive General Manager on performance, risks and improvement priorities

This role is critical in shaping the patient journey and ensuring seamless service offering across a rapidly growing mental health network.

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Key Responsibilities

Leadership & Team Management

• Lead, mentor and manage the Patient Coordination Team

• Foster a positive, collaborative culture with continuous learning and accountability

• Oversee high-quality intake, scheduling, case management and daily patient flow

• Facilitate regular team huddles, case reviews and performance discussions

Patient Experience

• Drive excellence in patient engagement, continuity of care and communication

• Monitor and improve patient satisfaction metrics and access to treatment

• Advocate for patient needs and ensure they are matched with appropriate clinical services

Operational Excellence

• Standardise intake, triage and follow-up processes across all clinics

• Analyse patient flow, booking patterns, and resource utilisation to reduce bottlenecks

• Report on key conversion, scheduling, access and operational KPIs

Collaboration & Reporting

• Provide regular performance updates, risk reporting and service insights

• Recommend and implement process improvements, system upgrades and workflow enhancements

Compliance, Quality, Risk & Improvement

• Identify and escalate quality, safety or compliance risks

• Support clinical governance, service improvement and patient outcome initiatives

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About You

You are someone who:

• Communicates clearly, professionally and with empathy

• Thrives in environments where leadership, structure and performance truly matter

• Balances compassion for patients with operational discipline

• Enjoys building, coaching and developing high-performing teams

• Stays calm, organised and solution-focused when managing multiple priorities

• Loves systems, workflows and driving continuous improvement

• Is motivated by meaningful work and by shaping the future of mental health care

Qualifications & Experience

• Bachelor’s degree in healthcare management, or Nursing, Social Work, Aged Care or similar (Ideally but not essential)

• Minimum 3 years’ experience in healthcare management or patient coordination

• Experience in mental health, outpatient settings or multidisciplinary care (highly advantageous)

• Demonstrated leadership experience with the ability to influence culture and performance

• Strong knowledge of healthcare regulations, confidentiality and clinical coordination requirements

• Excellent communication, organisational and problem-solving skills

• Proficiency with patient management systems and standard office software such as Excel and Word

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What We Offer

• A meaningful leadership role impacting patient lives every day

• A supportive, multidisciplinary environment aligned to high standards of care

• A rapidly expanding organisation with opportunities for growth

• Structured onboarding, training and development

• The opportunity to shape systems, culture and patient experience at scale

• Competitive salary and long-term career progression opportunities