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.
RESPONSIBILITIES:
- Customer Interaction - Via phone, live chat and email
- Issue Resolution - Taking ownership of patients' problems, investigating, troubleshooting to resolve issues efficiently
- Product knowledge - Maintaining a comprehensive understanding of our products and services to ensure patients are provided with relevant and up to date information
- Problem Solving - Utilising critical thinking to handle complex patient issues to find the root cause and implement strategies to prevent similar problems in the future.
- Technical Skills - use multiple technical systems effectively
- Documentation - Taking accurate, concise notes from patient interactions
- Communication - Ensure clear and professional verbal and written communication which patients can easily understand
- Conflict Resolution - Handle patient escalations to work towards a solution
- Continuous Improvement - Actively participate in training and workshops, providing feedback to the team and suggesting improvements for the patient experience
- Privacy and Data Compliance - Ensuring all privacy policies are adhered to
- Ensuring you are meeting daily KPIs and activity targets
ROSTER & CONDITIONS:
Hours: Availability between 11am- 7pm AWST (10am - 6pm during daylight savings) + one weekend shift per month, Saturday and Sunday
Training: Must be available for initial 5-6 weeks (from 23 September) between 7am - 3pm AWST
Location: Western Australia
Pay cycle: Monthly
Salary: $63,700 per year + super.
