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 31st January 2025. 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: 4 March 2025
• Hours: Availability between 10am - 6pm WA time (during AEDT, daylight savings) and 11am - 7pm WA time (during AEST, non-daylight savings) + 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: $63,700 per annum + superannuation

The primary role of the Application Support Analyst is to oversee the installation and maintenance of software applications to streamline business operations focused on Tattarang’s Workday ERP (HCM and Finance) and related applications. Duties include optimising software application performance, installing updates, building reports, application user management, management applications security (in conjunction with our cyber team), monitoring applications interfaces and performing debugging procedures.

This position is a key liaison between the IT Service Desk, application vendors and the line-of-business team members who perform the process work (in-person and using remote access tools).

Vet.CT is seeking a dynamic and experienced Regional Sales & Client Success Manager to join our sales and client success team. This role will be pivotal in driving our sales strategy, fostering client relationships, and ensuring client satisfaction across the APAC region.

The successful candidate will be responsible for managing the full sales cycle from identifying new business opportunities to contract negotiations, as well as implementing strategies to retain and grow relationships with our existing client base. This includes working closely with key stakeholders to understand their needs and ensuring they receive the highest level of service and support.

This role requires frequent travel within the APAC region to meet clients, attend conferences, and represent Vet.CT effectively. You will collaborate with cross-functional teams to achieve business objectives and contribute to the overall success of Vet.CT.

Key Responsibilities

Sales and Business Development:

• Actively generate and close new business opportunities by engaging with prospective clients and following up on marketing-qualified leads.
• Develop tailored solutions to meet client needs by showcasing the value of VET.CT’s product portfolio.
• Represent VET.CT at key conferences, client meetings, and industry events to expand market presence and strengthen relationships.

Client Onboarding and Training:

• Guide new clients through the onboarding process, ensuring a seamless transition and positive first experience with VET.CT.
• Deliver comprehensive training to clients on VET.CT’s services and technology, enabling their teams to maximize product value.

Account Management and Client Success:

• Serve as the primary point of contact for a portfolio of clients, providing proactive support and regular updates on products, pricing, and service enhancements.
• Maintain regular communication to foster strong client relationships, ensuring their satisfaction and loyalty to VET.CT.
• Identify opportunities for upselling and cross-selling additional VET.CT services to meet evolving client needs.

Retention and Risk Management:

• Monitor client engagement and satisfaction to identify potential risks or issues, implementing proactive solutions to ensure retention.
• Collaborate with clients on contract renewals, pricing adjustments, and service improvements to maintain long-term partnerships.

Team Collaboration:

• Work closely with the global Sales and Client Success team to align strategies and share best practices.
• Partner with the North American sales team to deliver a seamless client experience and contribute to regional growth initiatives.

Travel and Client Engagement:

• Travel as needed to meet with key clients, attend conferences, and support business development efforts.

Skills Required

• A results-driven professional with a strong background in veterinary medicine, proven experience in sales, and expertise in client relationship management. Prior experience within the veterinary industry is essential.
• Outstanding relationship-building skills, with the ability to effectively engage with busy veterinarians, tailoring interactions to meet the unique needs of each client
• Persuasive and client-focused, with a strong ability to negotiate while prioritizing the client’s best interests. At VET.CT, we value long-term success over a 'sales at all costs' approach, emphasizing solutions that truly benefit the client.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with clients and colleagues.
• Proactive and organised, with a proven ability to manage multiple accounts and priorities simultaneously.
• Comfortable working both independently and collaboratively within a global team.
• Willingness to travel within the region as required to meet client and business needs.
• Ideally located in North America, with the ability to work effectively in a remote environment and maintain a high level of productivity and communication.

• 20 days holiday plus public holidays
• Superannuations pension plan
• Employee Assistance Programme
• Company Shares Scheme

Inclusion and Diversity

Vet.CT is an equal opportunities employer and makes all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any characteristic protected by law.

What will a day in this role look like: 

• Perform detailed investigations of soil, surface water, vapor, and groundwater
• Design and implement strategies to clean up and manage contaminated sites
• Compile findings from site assessments and remediation activities into comprehensive reports for clients, regulatory bodies, and stakeholders
• Communicate effectively with clients, contractors, laboratories, and regulatory agencies

The following qualifications and experience are highly desired, but if you don’t tick all the boxes you could still be a perfect fit for this role. Please apply, all applications will be considered.

What You'll Be Doing 

• Answering inbound calls from customers looking to discuss NRMA's available policies and offers. 
• On call exploration of the customers services, making sure that we have as much information as possible to provide the most relevant and tailored solutions.
• Offer General insurance products - Motor, Home and CTP insurance as well as NRMA Roadside Assistance (On behalf of NRMA)
• Use effective communication skills to build rapport and provide engaging customer experiences, whilst also objection handling and providing customers a solution to their enquiry.
• Be flexible with hours to ensure we're available when our customers need us. 

Why You'll Love Working with Us