Day in the Life: Experiencing City Fertility Patient Services

Day in the Life: Experiencing City Fertility Patient Services

Featuring Elissa Reid, Patient & Clinical Services Manager (VIC)

As it is International Administrative Professionals Day, it’s time to spotlight the dedicated individuals who work tirelessly behind the scenes to ensure the smooth operation of our fertility clinics. At City Fertility, we’re privileged to have a team of compassionate and skilled patient services members who play a vital role in supporting our patients throughout their fertility journey.

Today, we’re thrilled to introduce you to Elissa Reid, one of our outstanding patient and clinical services managers. She will share insights into her role and experiences at City Fertility.

Meet Elissa, Patient Services Manager at City Fertility:

Elissa, could you please share a bit about yourself and your current role at City Fertility?

I joined City Fertility in May 2023, bringing to the Melbourne team over 10 years of experience in health-related leadership and business partnering roles.  I was afforded opportunities to participate in – from an operations perspective – collaborative partnerships with senior clinical, operational and service delivery innovators to achieve best practice and tangible improvements in health service outcomes across several clinical specialties.  Through this rich experience, I’ve gained invaluable experience in the operations of health systems and the provision of outstanding person-centred care.  At this point in my career and within my current role with City Fertility, I focus on supporting my team members to new performance heights through empowerment, opportunity and mentorship.  I am so grateful to work with our Patient Services Team in Victoria; their dedication, compassion and service to City Fertility patients and co-workers are exemplary.

A Day in the Life of a Patient Services Member:

Could you walk us through a typical day as a patient services member at City Fertility?

A typical day as a patient services team member at City Fertility focuses on providing exceptional customer service – whether it is answering phone or email enquiries, booking appointments, greeting patients in person, providing accurate and timely fee information to patients – to ensure patients have a positive experience with City Fertility.  In addition to focusing on exceptional patient-facing customer service, we also strive to provide excellent support to our clinical teams.

Rewards of Supporting Patients in Fertility Care:

What are some of the most rewarding aspects of being a patient services member in the field of fertility care?

Overall, the opportunity to make a positive impact on patients’ lives, build meaningful relationships, and be part of a supportive team are some of the most rewarding aspects of being a patient services team member in the field of fertility care.

Advice for Patients on Their Fertility Journey:

Lastly, what is one piece of advice you would recommend to patients on their fertility journey?

Trust your City Fertility team to guide you, and don’t hesitate to ask questions or seek clarification when needed.  You are not alone, your City Fertility team is here for you every step of the way.


On International Administrative Professionals Day, we extend our deepest appreciation to Elissa and all our patient service members at City Fertility for their unwavering dedication and commitment to supporting our patients on their path to parenthood. Thank you for all that you do!

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