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, PermanentHours: 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 AustraliaPay Cycle: FortnightlySalary: $63,700 per annum + superannuation
