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.
- Ensure patient satisfaction remains at the core of every decision and behaviour.

Patient Case Coordination & Support:

- Take ownership of complex issues such as escalated and ongoing patient cases, ensuring clear communication, structured follow-ups, and timely resolution.
- Act as a central point of contact for patients requiring additional support due to medical, logístical, or administrative complexities.
- Proactively coordinate with internal teams (clinical, operations, pharmacy) and external stakeholders to resolve inquiries efficiently.
- Ensure all actions taken align with a holistic approach to patient care, reducing friction in the patient journey.

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.
- Proactively manage complex orders, inquiries, and technical issues, ensuring clear communication and resolution.
- Manage frequent callers including vulnerable patients, and work to resolve their concerns.
- Contact patients flagged for dissatisfaction through patient satisfaction surveys (e.g., CSAT, NPS) and
work to resolve their concerns or complaints.
- Act as a liaison between internal clinical and operational teams, external pharmacies, clinics, suppliers, and other key stakeholders to resolve patient inquiries efficiently.
- Provide support and training for Patient Experience Specialists in required areas as directed.
- Identify and escalate priority issues affecting service delivery to ensure continuous improvement.
- Provide support on additional tasks and projects assigned by leadership.

Continuous Improvement & Collaboration:

- Work closely with the Outreach Lead and team members to optimise workflows, streamline processes, and enhance departmental performance.
- Provide insights and recommendations based on patient interactions to improve service delivery and patient experience.
- Staying up-to-date with trend data on retention and complaint trends.

Administrative & Operational Support:

- Maintain accurate and up-to-date patient records across interconnected database systems.
- Support clinical and operational administrative tasks, including document and process management, ensuring a high level of organisation and attention to detail.
- Assist with internal administrative duties that directly impact patient satisfaction and operational efficiency.

Patient Success:

- Onboarding Guidance: Welcome new patients with clear, friendly communication that outlines what to expect, how to access support, and where to go for medical questions.
- Treatment Journey Coordination: Help patients stay on track with their treatment plan by coordinating reminders, clarifying n