Patient Experience Specialist

Essential duties

Patient Service

• Inbound and outbound customer enquiries at volume- acting as a central point of contact for our patients both via phone and email.
• Identifying the patient's needs- clarifying information, assisting with requests for resources as well as assisting them in taking the appropriate next steps, including escalation to the clinical team when required
• Complaint resolution/customer retention- displaying an empathetic and solution-centric attitude with a significant focus on patient success.
• Maintaining patient satisfaction at the core of every decision and behaviour.
• Coordination between our internal clinical and operations teams, external pharmacies, clinics, suppliers and other key stakeholders
• 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.
• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Establish and maintain key customer relationships through effective communication.
• In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
• Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers
• Prioritise and complete allocated work
• Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences
• Development of personal; capabilities by engaging in existing and informal learning opportunities
• Supports, accepts, and aids in the implementation of continuous improvement Qualifications
• Bachelor’s degree in Nursing, Healthcare Administration or medicine relevant field is strongly recommended.
• At least 3 years’ experience required in Call-centre, healthcare support, data processing or administrative role
• Previous experience with high volume customer queries and resolutions
• Customer facing and complaint handling experience.
• Demonstrate strong communications skills in English language
• Excellent communicator with a pro-active approach and with a “Can do” mentality.
• Delivery and solutions focused.
• Microsoft Outlook, Word, Excel Intermediate level of expertise
• Demonstrated client service focus with a warm telephone manner and the ability to ask effective
• questions and demonstrate active listening techniques.
• Ability to multi-task, set priorities and manage own time effectively in a dynamic, fast-paced
• environment.
• Demonstrated success in managing customer relationships through strong communication and process management
• Preferably has experience working in an Australian account
• Must be amenable to working onsite and willing to work on changing shifts as business requires