[Hiring] Patient Experience Specialist @Montu

Role Description

The Patient Experience Specialist’s core role is to be the frontline support for our patients and ensure that every interaction results in an excellent experience for both our current and potential patients. The Patient Experience Specialist handles both inbound and outbound communications via phone and ticketing system and provides daily team support to ensure smooth flow of inquiries and complaints within the clinical and operational teams. Additional tasks beyond the core role may be allocated to support the overall function of the Team.

Key Responsibilities

• Inbound and outbound customer enquiries at volume - acting as a central point of contact for our patients both via phone and email.
• 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.
• In a customer centric manner, respond to information requests, find solutions to resolve queries, complete end-to-end case management, ideally on a first call resolution basis, respond to difficult customer queries and if unable to resolve, seek support from the Team Leader.
• Prioritise and complete allocated work.

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.
• 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.

Benefits

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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.