Patient Experience Specialist

The Patient Experience Specialists core role is to be the frontline support for our patients and ensure that every interaction results in an excellent experience for both our current and potential patients. The Patient Experience Specialist handles both inbound and outbound communications via phone and ticketing system and provides daily team support to ensure smooth flow of inquiries and complaints within the clinical and operational teams.

Additional tasks beyond the core role may be allocated to support the overall function of the Team.

Key Responsibilities

Patient Service

• Inbound and outbound customer enquiries at volume - acting as a central point of contact for our patients both via phone and email.
• Identifying the patients needs - clarifying information assisting with requests for resources as well as assisting them in taking the appropriate next steps including escalation to the clinical team when required.
• Complaint resolution/customer retention - displaying an empathetic and solution-centric attitude with a significant focus on patient success.
• Maintaining patient satisfaction at the core of every decision and behaviour.
• Coordination between our internal clinical and operations teams external pharmacies clinics suppliers and other key stakeholders.
• Maintaining accurate patient information within interconnected database systems.
• Identifying and escalating priority issues affecting service delivery.
• Administrative tasks both clinical and operational in nature - attending to document and process management as required with attention to detail and a high level of organisation.
• In a customer centric manner respond to information requests find solutions to resolve queries complete end-to-end case management ideally on a first call resolution basis respond to difficult customer queries and if unable to resolve seek support from the Team Leader.
• Prioritise and complete allocated work.

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs)

• Deliver on individual and set departmental OKR and KPIs as determined from time to time.

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.
• Demonstrated success in managing customer relationships through strong communication and process management.

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