Patient Experience Specialist

2 months ago

Perth, Australia Montu Full time

**Company Description** About Montu**

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running - with revenue growth of over 26,000% and 9,000% and recently announced as #1 in the LinkedIn Top Startups Australia 2024 - Montu continues is ongoing growth journey and is now the largest business of its kind outside North America.

**_This role is an Australia-based, fully work-from-home position and is open to applicants living within Western Australia only._**

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.

**Responsibilities include**:

- 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**:
**Role Commencing**:13 January 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
**Training**:Must be available for initial 5-6 weeks (from 13 January 2025, 10am - 6pm WA time
**Location**: Western Australia
**Pay cycle**: Fortnightly
**Salary**:$63,700 per year + superannuation
**Qualifications**
We look for people who are resilient, adaptable, patient, and empathetic as well as having excellent communication and problem-solving skills. This role may suit someone looking to move into a contact centre role from a related industry, or someone who already has similar experience.

You will also have:

- Extensive experience interacting with customers in a high-volume environment
- Ability to handle stressful situations with composure
- A demonstrated ability to use active listening as well as effective questioning techniques
- Able to demonstrate how you have used empathy in your previous roles
- Experience working with and exceeding KPIs and targets
- Show initiative around problem solving patient issues
- Dispute resolution skills & ability to have difficult conversations
- Can multitask, set priorities, and manage their time effectively in a dynamic, fast-paced environment
- Excellent computer literacy with the ability to pick up new programs in a timely manner.
- Show a strong focus on teamwork
- Strong IT skills and the ability to learn new systems quickly, along with the ability to conduct basic troubleshooting.

Please Note: All applicants must be willing to undergo and maintain a National Police Check. All applicants must also have a fast and reliable internet connection within their home to be eligible for this role.
**Additional Information**
You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

Other benefits include:

- Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
- Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
- The freedom of a full-time, work-from-home

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