Patient Experience Team Lead

The Patient Experience Team Lead will have overarching people management accountability for a team of Patient Experience Specialists. The Patient Experience Team Lead will ensure that all members of the team are working effectively and efficiently through feedback and coaching. The Patient Experience Team Leader will work collaboratively with other leaders and supporting team members to ensure positive patient outcomes. The Patient Experience Team Lead will provide ongoing support to the team by handling and managing patient and team escalations and support in daily process activities taking ownership of the teams overall performance against set KPIs.

Operational Excellence & Management

• Lead the day-to-day operations for a team of Patient Experience Specialists (PES).
• Answer PES questions guide them through difficult calls or issues diffuse angry customers or handle issues that cannot be fielded by a Patient Experience Specialist.
• Provide technical knowledge and expert guidance to support the contact centre and resolve challenges effectively. 
• Monitor individual and team performance against KPIs service level goals and adherence to schedule; identify gaps and implement corrective actions as needed.
• Review individual calls listening and providing feedback on individual calls to ensure quality and efficiency in patient contacts. 
• Act as a key point of contact between team members and stakeholders clearly communicating goals expectations and updates.
• Participate in the interviewing and hiring process in collaboration with the Head of Contact Centre and internal Talent Acquisition and People teams. 
• Prepare analyse and present performance and operational reports to identify trends inform strategic decisions and enhance overall efficiency.
• Develop and implement dashboards and reporting tools to streamline workflows and track progress towards targets.
• Assist other management team members in identifying issues/trends from patients. 

People Leadership & Coaching

• Build and lead a high-performing team by providing clear leadership direction and support to employees ensuring they have a clear understanding of their roles and responsibilities.
• Promote the empowerment and growth of staff by providing mentorship coaching and professional development opportunities to team members.
• Celebrate team and individual achievements through feedback and reward & recognition programs.
• Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
• Ensure compliance with company policies and processes taking timely and fair action in instances of unsatisfactory performance or conduct.
• Support and promote a working environment and services that are inclusive accessible and celebrate diversity. 
• Host regular and quality 1:1s with individual team members.
• Write and deliver performance reviews for team members.
• Lead team and department meetings to engage the PES team and build a strong positive culture.
• Collaborate across the department to plan and support training coaching and development programs.

Process Improvement & Strategic Alignment

• Develop and refine processes and procedures that foster a high-performance culture and ensure consistency across contact centre leadership
• Utilise data and metrics to identify opportunities for continuous improvement and process optimisation.
• Conduct research and analysis to stay current with campaign trends best practices and customer experience strategies.
• Ensure the team is informed of business changes policy updates and process adjustments.
• Take on other tasks or projects to support employees other managers and general operations.

Qualifications :

• Previous experience leading and managing a team in a call centre environment (min 2yrs / ideally remotely) 
• Ability to lead and motivate a team through coaching mentoring and leading by example
• Excellent communication skills
• Pro-active personable and highly motivated
• The ability to work autonomously and as part of a cohesive team 

Additional Information :

Youll be joining a high-performing fast-paced team where your work drives meaningful impact in a leading tech company at the intersection of healthcare. We take pride in our driven and results-focused culture where ambitious individuals can push the boundaries of innovation and contribute to better outcomes for Australians.

Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time work-from-home role.
• Access to co-working spaces in Sydney Melbourne Brisbane and select regional cities.
• Mental health support through our wellbeing platform Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Remote Work :

Yes

Employment Type :

Full-time