Outreach Specialist
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Job Location:
Any - Australia
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Outreach Specialist plays a pivotal role in enhancing Patient Experience and driving Montus success by serving as the proactive voice of the call centre. They are responsible for inbound and outbound patient engagement via phone and digital channels providing essential support and information to key patient segments. The Outreach Specialist ensures a seamless patient journey by proactively addressing concerns guiding patients through processes and managing escalations.
Key Responsibilities:
Patient Service & Engagement
- Participate in both outbound patient outreach and inbound patient calls as required ensuring timely and meaningful engagement.
- Identify patient needs by clarifying information addressing concerns and guiding them to appropriate resources or next steps including escalation to the clinical team when necessary.
- Manage complaint resolution and patient retention demonstrating an empathetic solution-focused approach with a strong emphasis on patient success.
Patient Experience Support
- Coordinate and ensure orders are directed to the appropriate teams for processing.
- Conduct proactive outreach based on CSAT and NPS feedback as well as welcome calls for new patients to ensure a smooth onboarding experience.
- Act as a liaison between internal clinical and operational teams external pharmacies clinics suppliers and other key stakeholders to resolve patient inquiries efficiently.
Patient Success
- Welcome new patients with friendly clear communication about what to expect and how to get support.
- Keep patients on track with reminders appointment scheduling and other non-clinical steps.
- Monitor patient orders resolve delays and work with pharmacy and operations to ensure timely fulfilment
- Share simple guidance on using the platform like reordering or self-service while directing medical questions to clinicians.
- Check in with patients after key moments such as their first order or account changes to ensure they feel supported.
- Spot potential issues early such as missed calls or delayed orders and escalate them to the right team.
- Help improve patient retention and overall experience with consistent responsive support.
Qualifications :
- Previous experience with high volume customer queries and resolutions.
- Previous experience in a call-centre environment is not essential but will be highly advantageous.
- Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
- Ability to multi-task set priorities and manage own time effectively in a dynamic fast-paced environment.
- Strong problem-solving skills with the ability to address complex issues and find practical solutions
- Demonstrated success in managing customer relationships through strong communication and process management.
- The ability to take ownership for effectively problem solving patient issues in a time-appropriate manner.
- Thorough organisational skills - ability to manage your daily administrative workload whilst taking calls responding to emails and ensuring accuracy of administrative tasks.
- High level IT skills with the ability to learn multiple new systems quickly.
- Strong focus on teamwork with a collaborative nature and demonstrated ability to work in cross-functional teams co-ordinating activities to enhance the performance of the business.
Additional Information :
Youll be joining a highly motivated agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.
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.
- Enhancing your home office with our ergonomic equipment reimbursement benefit.
- Being part of one of the fastest-growing industries in Australia improving the lives of hundreds of thousands of patients.
#LI-HA1
#Remote
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
Key Skills
- Sales Experience
- Crane
- Customer Service
- Communication skills
- Heavy Equipment Operation
- Microsoft Word
- Case Management
- OSHA
- Team Management
- Catheterization
- Microsoft Outlook Calendar
- EHS
About Company
Montu is Australia's leading health tech business with a focus on alternative therapies. We're reshaping the landscape for suppliers, practitioners, pharmacies, and patients, elevating the nation's wellbeing through technology.
