Patient Experience Specialist

Montu

20h • Remote

About The Position

The Patient Experience Specialist’s 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.

Requirements

• Previous experience with high volume customer queries and resolutions.
• 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.

Nice To Haves

• Previous experience in a call-centre environment is not essential but will be highly advantageous.

Responsibilities

• Manage a high volume of patient enquiries via phone and email.
• Provide exceptional support and guidance, helping patients navigate their healthcare journey.
• Resolve enquiries, manage complaints, and escalate clinical matters when required.
• Liaise with internal teams, pharmacies, and other stakeholders to ensure a seamless patient experience.
• Maintain accurate patient records and complete administrative tasks with attention to detail.
• Manage cases through to resolution, prioritising work effectively in a fast-paced environment.
• Meet individual and team KPIs, service standards, and performance goals.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed