Patient Experience Specialist

**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**:

- KPI and Activity Targets: Achieve or surpass individual KPIs, focusing on metrics like CSAT scores, quality ratings, ticket resolution, and call volume targets.
- Issue Resolution: Take ownership of patient issues, investigate, troubleshoot, and resolve problems efficiently.
- Product Knowledge: Maintain a comprehensive understanding of our products and services to provide patients with relevant and current information.
- Problem Solving: Use critical thinking to address complex patient issues, identify root causes, and implement strategies to prevent similar future problems.
- Technical Skills: Effectively use multiple technical systems.
- Documentation: Accurately document patient interactions in a clear and concise manner.
- Communication: Ensure all communication, both verbal and written, is clear, professional, and easy for patients to understand.
- Conflict Resolution: Handle patient escalations and work towards mutually satisfactory solutions.
- Continuous Improvement: Participate in training and workshops, contribute feedback, and suggest improvements for enhancing the patient experience.
- Privacy and Data Compliance: Adhere strictly to all privacy policies and guidelines.

**ROSTER & CONDITIONS**:

- Role Commencing: 4 March 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
- Location: Work from home within Australia
- Pay Cycle: Fortnightly
- Salary: $63,700 per annum + superannuation

**Qualifications**
We seek individuals who are resilient, adaptable, patient, and empathetic, with strong communication and problem-solving skills. This role is suitable for those transitioning into a contact centre role from related industries or individuals with prior experience.

Qualifications & Skills:

- Extensive experience in customer interaction within high-volume call centre environments environments
- Composure under pressure and ability to handle stressful situations effectively
- Proven ability to use active listening and effective questioning techniques
- Demonstrated use of empathy in customer interactions
- Experience meeting and exceeding KPIs and activity targets
- Initiative in problem-solving patient issues
- Dispute resolution skills and capability for difficult conversations
- Multitasking and prioritisation skills in a dynamic, fast-paced setting
- Strong computer literacy and ability to learn new programs quickly
- Team-oriented mindset with a strong focus on collaboration
- Strong IT skills and ability to conduct basic troubleshooting

All successful applicants will be required to undergo and maintain a national police check and have reliable, at home internet connection.

Join our team and contribute to creating a positive patient experience where every interaction counts.
**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 role.
- Access to co-worki