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Inbound Contact Centre Consultant

1 month ago

Sydney, Australia GenesisCare Full time

At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.

Do your life’s best work

As a Inbound Contact Centre Consultant, you will act as a care expert and will provide exceptional concierge services to anyone inquiring about GenesisCare. This will include being responsible for responding and managing incoming enquiries from a variety of stakeholders, which may include potential patients, existing patients, healthcare professionals, and external organisations.

You will record the enquiry and be responsible for providing expert information regarding the services that GenesisCare provides and for directing stakeholders through the GenesisCare network.

Your role will create a smoother experience for individuals that contact GenesisCare and will be vital in creating a seamless onboarding experience for potential patients to achieve optimal clinical and quality outcomes.

What you’ll do:

- Coordinate with colleagues within the organisation to ensure a good outcome for enquirers
- Be an ambassador and first point of contact for incoming enquirers into GenesisCare to create a positive engagement experience
- Assist potential patients with coordinating consultations as well as coordinate care for existing patients
- Help guide patients through their healthcare journey, both with internal and external providers
- Tracking patients throughout their journey who may see multiple providers (from ICC to RO etc)
- Provide patients with necessary education and support materials
- Be proactive with all enquirers by actively listening, showing a caring attitude, and offering alternatives when necessary
- Demonstrate superb telephone etiquette, have a team player attitude, and always maintain professional communication skills
- Liaise with key points of contact within the GenesisCare Centre network to ensure smooth transition into our services
- Conduct a successful transition with patients to centres

Skills/Experience:

- Demonstrated customer service experience
- Strong communication skills - both written and verbal
- Ability to show Empathy
- Patient focused outcomes
- Commercially aware/sales skills - hard and soft
- Digitally literate, comfortable with technology - Office 365 at a minimum
- Results driven

Desired experience:

- Oncology Patient Navigator - Certified Generalist a plus
- Understanding of Healthcare/medical terminology

Who we are:
We are 6000+ highly trained healthcare professionals and support staff across the United States, Australia, the U.K, Spain and China, designing cancer and heart disease treatments to help patients achieve the best possible life outcomes.

Global care

Across the world, we have more than 580+ centres to help us bring the right care to our patients. Every year our team sees more than 1.4 million patients globally across our Oncology, Cardiology & Sleep Medicine Centres.

People centricity is at the heart of what we do and we pride ourselves on making our people a priority, whether that be a patient or an employee. We aim to build culture of ‘care’ that is patient focused, and performance driven. Our people promise is “do your life’s best work, by always growing, having a profound human impact and making great things happen together.” If you’d like to truly make a difference, join us at GenesisCare
- In line with the Public Health Order, all GenesisCare employees are required to be vaccinated for COVID-19. To be eligible for consideration to perform work for GenesisCare, all recruits must provide evidence against COVID-19 and comply with the requirements of the Public Health Order prior to appointment._

GenesisCare is an Equal Opportunity Employer.