Head of Patient Care Team

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 role blends clinical operations, patient experience, and organisational performance. 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. About the Role 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 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 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 Provide regular performance updates, risk reporting and service insights Recommend and implement process improvements, system upgrades and workflow enhancements Identify and elevate quality, safety or compliance risks Support clinical governance, service improvement and patient outcome initiatives About You 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 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 #J-18808-Ljbffr