Patient Experience Specialist
Patient Experience Specialist
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Job Description
As a Patient Experience Specialist you will be the frontline of support for our patients ensuring that every interaction results in an excellent experience for both our current and potential patients. Whilst leading with empathy you will focus on call efficiency to maximise the number of patients you can assist during your shift.
This is a fast paced phone based role suited to someone who is dedicated and enthusiastic in handling both inbound and outbound communications via phone and ticketing system live chat and email and provides daily team support to ensure a smooth flow of inquiries and complaints within the clinical and operational teams.
Please note: shortlisted candidates will be invited to an online assessment centre on 30th January. Please ensure your availability on these dates as participation is essential for progressing to the next stage of the recruitment process.
Responsibilities Include:
- KPI and Activity Targets: Achieve or surpass individual KPIs focusing on metrics like CSAT scores quality ratings ticket resolution and call volume targets.
- Customer Interaction: Engage with patients via phone live chat and email ensuring each interaction is handled with empathy and professionalism.
- Issue Resolution: Take ownership of patient issues investigate troubleshoot and resolve problems efficiently.
- Product Knowledge: Maintain a comprehensive understanding of our products and services to provide patients with relevant and current information.
- Problem Solving: Use critical thinking to address complex patient issues identify root causes and implement strategies to prevent similar future problems.
- Technical Skills: Effectively use multiple technical systems.
- Documentation: Accurately document patient interactions in a clear and concise manner.
- Communication: Ensure all communication both verbal and written is clear professional and easy for patients to understand.
- Conflict Resolution: Handle patient escalations and work towards mutually satisfactory solutions.
- Continuous Improvement: Participate in training and workshops contribute feedback and suggest improvements for enhancing the patient experience.
- Privacy and Data Compliance: Adhere strictly to all privacy policies and guidelines.
Roster & Conditions:
- Role Commencing: 3 March 2025 Full Time Permanent
- Hours: Availability required between 8:00 am 7:00 pm AEST plus one weekend shift per month (Saturday and Sunday).
- Candidates are expected to handle a high volume of inbound calls (please note some outbound calls email is also required)
- Location: Work from home within Australia
- Pay Cycle: Fortnightly
- Salary: $63700 per annum superannuation
Qualifications :
We seek individuals who are resilient adaptable patient and empathetic with strong communication and problemsolving skills. This role is suitable for those transitioning into a contact centre role from related industries or individuals with prior experience.
Qualifications & Skills:
- Extensive experience in customer interaction within highvolume call centre environments environments
- Composure under pressure and ability to handle stressful situations effectively
- Proven ability to use active listening and effective questioning techniques
- Demonstrated use of empathy in customer interactions
- Experience meeting and exceeding KPIs and activity targets
- Initiative in problemsolving patient issues
- Dispute resolution skills and capability for difficult conversations
- Multitasking and prioritisation skills in a dynamic fastpaced setting
- Strong computer literacy and ability to learn new programs quickly
- Teamoriented mindset with a strong focus on collaboration
- Strong IT skills and ability to conduct basic troubleshooting
Additional Information:
Shortlisted candidates will be invited to an online assessment centre on either 30th January. Please ensure your availability on these dates as participation is essential for progressing to the next stage of the recruitment process.
All successful applicants will be required to undergo and maintain a national police check and have reliable at home internet connection.
Join our team and contribute to creating a positive patient experience where every interaction counts.
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 hypergrowth 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 fulltime workfromhome role.
- Access to coworking 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 fastestgrowing industries in Australia improving the lives of hundreds of thousands of patients.
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We are committed to facilitating a barrierfree 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 :
Fulltime
Employment Type
Remote
