Outreach Specialist

**Company Description**
Montu is Australia's largest healthtech business with a focus on alternative healthcare. Founded in 2019, it supports patients, doctors and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, a non-for-profit advocacy body that advances legislative change across the healthcare landscape. Our mission is to make alternative healthcare more affordable and accessible for the millions who could benefit.

Montu has been recognised as Australia’s fastest-growing tech company in the Deloitte TechFast 50 for two consecutive years (#1 in 2022 and 2023), achieving remarkable revenue growth of 26,000% and 9,000%. Named #1 on LinkedIn’s Top Startups Australia 2024, Montu has cemented its position as the largest business of its kind outside North America and continues to evolve on its journey.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

The Outreach Specialist plays a pivotal role in enhancing Patient Experience and driving Montu’s success by serving as the proactive voice of the call centre. They are responsible for inbound and outbound patient engagement via phone and digital channels, providing essential support and information to key patient segments. The Outreach Specialist ensures a seamless patient journey by proactively addressing concerns, guiding patients through processes, and managing escalations.

Key Responsibilities:

- Patient Service & Engagement
- Participate in both outbound patient outreach and inbound patient calls as required, ensuring timely and meaningful engagement.
- Identify patient needs by clarifying information, addressing concerns, and guiding them to appropriate resources or next steps, including escalation to the clinical team when necessary.
- Manage complaint resolution and patient retention, demonstrating an empathetic, solution-focused approach with a strong emphasis on patient success.
- Patient Experience Support
- Coordinate and ensure orders are directed to the appropriate teams for processing.
- Conduct proactive outreach based on CSAT and NPS feedback, as well as welcome calls for new patients to ensure a smooth onboarding experience.
- Act as a liaison between internal clinical and operational teams, external pharmacies, clinics, suppliers, and other key stakeholders to resolve patient inquiries efficiently.
- Patient Success
- Welcome new patients with friendly, clear communication about what to expect and how to get support.
- Keep patients on track with reminders, appointment scheduling, and other non-clinical steps.
- Monitor patient orders, resolve delays, and work with pharmacy and operations to ensure timely fulfilment
- Share simple guidance on using the platform, like reordering or self-service, while directing medical questions to clinicians.
- Check in with patients after key moments, such as their first order or account changes, to ensure they feel supported.
- Spot potential issues early, such as missed calls or delayed orders, and escalate them to the right team.
- Help improve patient retention and overall experience with consistent, responsive support.

**Qualifications**
- Previous experience with high volume customer queries and resolutions.
- Previous experience in a call-centre environment is not essential but will be highly advantageous.
- 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.
- Strong problem-solving skills, with the ability to address complex issues and find practical solutions
- Demonstrated success in managing customer relationships through strong communication and process management.
- The ability to take ownership for effectively problem solving patient issues in a time-appropriate manner.
- High level IT skills with the ability to learn multiple new systems quickly.
- Strong focus on teamwork with a collaborative nature and demonstrated ability to work in cross-functional teams, co-ordinating activities to enhance the performance of the business.

**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