Customer Experience Specialist

Customer Experience Specialist
- Ready to make an impact?
- Our Customer Experience Specialists are committed to providing the support our customers need while delivering outstanding service. In this fast-paced role, you'll be part of a vibrant & empathetic team that ensures quality patient care, making every interaction count.
- Reporting to the Customer Experience People Leader, you will be taking mostly inbound, with some outbound phone calls regarding confidential patient pathology results.
- You will be using your excellent communication and listening skills to liaise with a range of both internal and external stakeholders including Patients, Doctors, Vets, Health Care Professionals, Commercial Clients, and Internal Customers.
- There are a range of varying shifts across 24 hours and 7 days a week, with overtime loading available and 2 weeks of on the job training provided to ensure you are set up for success
- Best of all? You will be coming in to work every day with purpose as you make a real difference to the health of communities across Australia.

**Responsibilities**:

- Taking a high volume of up to 150 inbound (and some outbound) calls per day
- creating an exceptional experience to both internal & external stakeholders
Prioritising important and urgent interactions to ensure optimal health and business outcomes, such as clinically significant results
Ensuring high levels of satisfaction, experience and customer advocacy
Being the first point of contact to resolve complaints
Maintaining consistent compliance with all policies and procedures ensuring efficiency, productivity and accuracy
Actively identifying and proposing innovation and change opportunities and participate in a culture of continual improvement

**About Us**
Healius employs 10,000+ passionate people, with an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia. We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities. This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

**About You**
- You will be an empathetic customer service professional with a drive to work for a meaningful industry, as you make a difference to the health of patients across NSW.
- You will have a mature approach and be able to communicate with a range of stakeholders, with the ability to handle sensitive & confidential information.

**Key attributes include**:

- Exceptional communication skills both verbally and in writing as you work closely with team members and other departments
- Experience in a customer service environment, this may have been in any industry
- Great team player attitude
- The desire to work in a fast-paced working environment
- The ability to follow protocols and procedures and a high level of attention to detail
- Basic IT skills with the ability to pick up new systems
- As part of our recruitment process, we'd love to get to know you better through a brief one-way video interview. Additionally, you'll have the opportunity to showcase your skills in a dynamic team assessment centre. We're excited to see how you can contribute
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**Benefits, Perks and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits & perks including**:

- **Benefits platform** - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- **Fitness Passport**- Access top fitness centres & pools across Australia at a subsidised rate.
- **Corporate health insurance discounts**, banking benefits and novated leasing salary packaging.
- **Career growth and development opportunities** with access to a comprehensive library of online courses and learning paths via our e-learning platform.
- **Confidential health and well-being support**through our Employee Assistance Program, available to all employees and their family members.

**Our Commitment to Diversity And Inclusion**

Dorevitch Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

**How To Apply**

**Healius is committed to responding to every applicant.