Patient Support Specialist

**Responsibilities**:
**Department**:Operations - Customer Service**Employment Type**:Permanent - Full Time**Location**:Australia**Reporting To**:James Angove**Description**

**About alternaleaf**alternaleaf (part of the Montu Group) is a leading Australian medicinal cannabis clinic facilitating efficient patient access to life-changing medication. We provide individualised, empathetic, non-judgemental care at every step of the patient journey. We are setting new standards in cannabis care by connecting thousands of Australians to qualified doctors within an integrated cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care.
- Our tailored healthcare solution helps doctors to serve more patients and achieve better outcomes, while empowering patients with knowledge, and the easiest process to get access to the treatment they need.
- As one of the fastest-growing businesses in the market, alternaleaf is actively looking to expand its team of doctors to best support our growing patient network. Join us on our mission to improve the lives of millions of patients with medical cannabis therapies.**The Position**We're looking for an engaging and motivated medical administration professional to join our expanding and dynamic team. The primary purpose of this role is to be the frontline of support for our patients. This includes both inbound and outbound communications and supporting the administrative processes of our clinical and operational teams.
- The role is fast-paced and heavily customer service focused. The successful applicant will ensure that every interaction results in an excellent experience for our current and potential client base.
- This is a full time, remote position - working from home. This role would suit a self-starter with medical reception or ward clerk experience who is seeking a challenge within a rapid growth business environment.
- Mixed healthcare/customer-service experience will be highly regarded.**About The Role**
- Identifying the patient's needs - clarifying information, assisting with requests for resources as well as assisting them in taking the appropriate next steps, including escalation to the clinical team when required.
- Complaint resolution/customer retention - displaying an empathetic and solution-centric attitude with a significant focus on patient success.
- Maintaining patient satisfaction at the core of every decision and behaviour.
- Coordination between our internal clinical and operations teams, external pharmacies, clinics, suppliers and other key stakeholders.
- Maintaining accurate patient information within interconnected database systems.
- Identifying and escalating priority issues affecting service delivery.
- Administrative tasks both clinical and operational in nature - attending to document and process management as required with attention to detail and a high level of organisation.

**About You**
- 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.
- 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.
- Experience from a small to medium-sized company

**Benefits And Perks**

You will be joining a highly motivated dynamic international team, with proven company builders and backers. We are committed to promoting from within and your continuous development. Your ideas and contribution will be highly valued and directly influence the direction and progress of the business. You will also enjoy:
- Joining an expanding global company in its exciting growth phase
- Competitive salary and package
- A collaborative, focused and driven culture that rewards high achievers
- Opportunity for remote work

**Please note that we will not accept unsolicited CVs from recruitment agencies/third parties, and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent.**

Benefits