Patient Experience Outreach Lead

The Patient Experience Outreach Lead is responsible for delivering on Patient Experiences proactive outreach and inbound business objectives by identifying and implementing actions that enhance patient experience and intercept the need for patients to contact Montu. With key accountabilities in operational effectiveness recruitment training and process improvement the Outreach Lead works collaboratively with PTX Leadership and wider team Montu stakeholders and patients to gain positive patient outcomes and achieve KPIs. This role is involved with developing and executing patient focussed strategies analysing customer data to identify trends and working with other departments to ensure customer satisfaction. The Outreach Lead is also responsible for coaching and leading the team to ensure that customer service levels are consistently high.

Key Responsibilities

Stakeholder and Team Management:

• Effectively manage escalations raised by patients. 
• Provide continuous training and coaching to direct and indirect reports undertake quality checks on agent conversations and tickets. 
• Coordination between our internal clinical and operations teams external pharmacies clinics suppliers and other key stakeholders. 
• Identifying escalating and addressing priority issues affecting service delivery 
• Provide input to the setting of performance metrics for the Outreach Specialist Team 
• Review and manage all member contact across all channels to identify issues gaps and highlight impact and solutions to resolve. 

Continuous Patient Experience:

• Identifying the business needs in line with patient experience to execute appropriate actions
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service. 
• Maintaining patient satisfaction at the core of every decision and behaviour. 
• Ensuring that complex patient enquiries are managed effectively 
• Triaging escalations to appropriate teams 
• Preparing reports and analysing data to improve processes ensure resources are properly allocated and maximise efficiency and customer satisfaction. 
• Create and document logic/processes/responses to support the team.

Reporting and Continuous Improvement: 

• Meeting with stakeholders to continuously Identifying trends across general support
• Escalating any trends and working with appropriate teams to resolve issues

Administrative:

• 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.

People Leadership:

• Build and lead a highperforming 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. 
• 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. 
• Set team OKRs and KPIs in relation to patient/customer satisfaction NPS and monitor metrics to identify areas for improvement and optimisation. 

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 callcentre 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 multitask set priorities and manage own time effectively in a dynamic fastpaced environment. 
• 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 timeappropriate 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 crossfunctional teams coordinating 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 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