Montu is seeking a dedicated Patient Experience Team Lead to oversee our team of Patient Experience Specialists. This role is crucial to ensuring our team operates at peak effectiveness and efficiency. Responsibilities include team leadership, hiring, training, scheduling, and overall performance management.
Responsibilities include:
- Provide support by assisting with questions, navigating the team through difficult calls and effectively handling issues, including defusing tensions with angry customers and managing escalations.
- Host individual and team meetings, fostering a collaborative environment to discuss progress, challenges, and strategies for improvement
- Daily stand-ups to engage the team and fostering a cohesive team culture
- Monitor staff members' performance against service level expectations, taking corrective action as necessary
- Prepare reports and analyze data to enhance processes, allocate resources effectively, and maximize efficiency and customer satisfaction.
- Lead the training and onboarding process for new members ensuring a smooth integration into the team
- Listen to individual calls to ensure quality and efficiency in patient contacts, providing valuable insights and feedback for continuous improvement.
This role will commence on 2 September 2024. You will be required to work between 9am - 5pm, Monday - Friday AEST.
