Patient Experience Outreach Lead

**Company Description**
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.

The Patient Experience Outreach Lead is responsible for delivering on Patient Experience's proactive outreach and inbound business objectives by identifying and implementing actions that enhance patient experience and intercept the need for patients to contact Montu. With key accountabilities in operational effectiveness, recruitment, training and process improvement, the Outreach Lead works collaboratively with PTX Leadership and wider team, Montu stakeholders and patients to gain positive patient outcomes and achieve KPI's. This role is involved with developing and executing patient focussed strategies, analysing customer data to identify trends, and working with other departments to ensure customer satisfaction. The Outreach Lead is also responsible for coaching and leading the team to ensure that customer service levels are consistently high.

**Key Responsibilities**

**Stakeholder and Team Management**:

- Effectively manage escalations raised by patients.
- Provide continuous training and coaching to direct and indirect reports, undertake quality checks on agent conversations and tickets.
- Coordination between our internal clinical and operations teams, external pharmacies, clinics, suppliers and other key stakeholders.
- Identifying, escalating and addressing priority issues affecting service delivery
- Provide input to the setting of performance metrics for the Outreach Specialist Team
- Review and manage all member contact across all channels to identify issues, gaps and highlight impact and solutions to resolve.

**Continuous Patient Experience**:

- Identifying the business needs in line with patient experience to execute appropriate actions
- Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
- Maintaining patient satisfaction at the core of every decision and behaviour.
- Ensuring that complex patient enquiries are managed effectively
- Triaging escalations to appropriate teams
- Preparing reports and analysing data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.
- Create and document logic/processes/responses to support the team.**

**Reporting and Continuous Improvement**:

- Meeting with stakeholders to continuously Identifying trends across general support
- Escalating any trends and working with appropriate teams to resolve issues

**Administrative**:

- 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.

**People Leadership**:

- Build and lead a high-performing team by providing clear leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
- Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
- Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
- Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
- Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
- Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.

**Objectives and Key Results (OKRS) and Key Performance Indicators (KPIs)**:

- Deliver on individual and set departmental OKR and KPI's as determined from time to time.

**Qualifications**
- Previous experience with high volume customer queries and resolutions.
- Previous experience in a call-centre environment is not essential but will be highly advantageous.