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Contact Centre Patient Liaison

2 weeks ago

Maroochydore, Australia SMS Healthcare Full time

**About us**:
Lasersight is a highly reputable long-standing national ophthalmic company which has always prided itself in being at the forefront of vision correction services and technology. With clinics spanning across NSW, QLD and VIC we are one of the leading refractive businesses in Australia.

Lasersight is part of the wider SMS Healthcare Group, a unique and innovative business with a diverse portfolio of assets including: day and short stay hospitals, specialist practices and allied health clinics.

**About the role**:
We are seeking a motivated, organised and empathetic individual who has a real passion for providing excellent customer service. This is a unique role in our growing healthcare organisation, forming part of our high performing contact centre team. This position will be focused on managing patient enquiries.

**Key responsibilities**:

- Answer patient enquiries, respond to needs and provide a personalised service
- Employ effective sales techniques to convert enquiries to the business desired outcome
- Make appointments for several clinics across multiple modalities
- Provide information on the company's products or services and generate interest in the appropriate programs
- Maintain customer records, record relevant notes from customer interactions, complete call/chat logs and ensure appropriate wrap-up codes are used in the designated software
- Ensure leads are followed up and engaged appropriately.
- Ensure re-engagement strategies with past leads are implemented to determine their current needs and offer them a suitable program or service
- Explain procedure preparation and billing information
- Maintain Contact Centre KPIs
- Liaise with our referrers and clinic staff in a professional and confidential manner

**About you**:

- Exceptional communication skills
- Experience working in the healthcare sector is highly desirable
- Strong attention to detail, organisation skills and ability to multi-task
- The ability to adapt your approach to different types of customers and work well under pressure
- Strong computer literacy skills and demonstrated ability to adapt to using a new digital contact centre platform
- Previous contact centre experience preferred but not essential

If this sounds like the right opportunity for you then APPLY NOW. We are looking forward to discussing your career objections in further detail with you.

Schedule:

- Day shift

**Experience**:

- customer service: 2 years (preferred)
- Sales: 1 year (preferred)

Work Authorisation:

- Australia (required)