Customer Experience Specialist

4 months ago

North Ryde, Australia Healius Full time

Customer Experience Specialist

**About Us**
- As we optimise to a future-ready way of working, there's an exciting shift happening. We are transforming into a stronger, more agile organisation. As such we are looking for several Customer Experience Specialists to join our team based at North Ryde.- Laverty Pathology is a part of Healius Ltd., an ASX listed business and one of Australia's leading healthcare companies and provider of private medical laboratory & pathology services. Healius has an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia.- We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities- The Customer Experience Specialist is responsible for creating exceptional experiences through all service and revenue channels. Customers include any stakeholder who interact with healius such as; Patients, Doctors, Vets, Health Care Professionals, Commercial Clients, and Internal Customers. They are responsible for ensuring consistent compliance to Customer Experience Centre policies and processes, ensuring systems are efficiently and accurately updated**Responsibilities**:

- Answer a high volume of calls creating an exceptional experience
- Prioritises important and urgent interactions to ensure optimal health and business outcomes, such as clinically significant results
- Ensures high levels of satisfaction, experience and customer advocacy with high quality output
- Be the first point of contact to resolve complaints and dissatisfaction in a way that ensures satisfaction and build Healius advocates
- Consistent compliance with all policies and procedures ensuring efficiency, productivity and accuracy
- Take all necessary steps to protect medical and personally identifiable information held by Healius
- Actively identify and propose innovation and change opportunities and participate in a culture of continual improvement

**About you**
- Exceptional communication skills
- Ability to work under pressure and as part of a team
- Enjoys a fast-paced working environment
- Has a willingness to learn
- Ability to follow protocols and procedures
- High level of attention to detail
- Ability to communicate effectively with team members and other departments both verbally and in writing
- Basic computer skills

**Benefits and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits including**:

- A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
- Corporate health insurance discounts, banking benefits and novated leasing consultations.
- An e-learning platform with access to a library of courses and learning paths.
- An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
- Fitness Passport - access fitness centres across Australia at a subsidised rate
- Career growth opportunities across the Healius network
- Being a part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

**Our commitment to diversity and inclusion**

Laverty Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

**How To Apply**

**We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.

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