Buscojobs | Patient Experience Specialist

vor 13 Stunden

Central Coast, Österreich Tideri Jobbörse Vollzeit

Job Description
As a Patient Experience Specialist, you will be the frontline of support for our patients, ensuring that every interaction results in an excellent experience for both our current and potential patients.
Whilst leading with empathy, you will focus on call efficiency to maximise the number of patients you can assist during your shift.

This is a fast-paced, phone-based role, suited to someone who is dedicated and enthusiastic in handling both inbound and outbound communications via phone and ticketing system, live chat, and email, and provides daily team support to ensure a smooth flow of inquiries and complaints within the clinical and operational teams.

Please note: shortlisted candidates will be invited to an online assessment centre on 30th January.
Please ensure your availability on these dates, as participation is essential for progressing to the next stage of the recruitment process.

Responsibilities Include:
KPI and Activity Targets: Achieve or surpass individual KPIs, focusing on metrics like CSAT scores, quality ratings, ticket resolution, and call volume targets.
Customer Interaction: Engage with patients via phone, live chat, and email, ensuring each interaction is handled with empathy and professionalism.
Issue Resolution: Take ownership of patient issues, investigate, troubleshoot, and resolve problems efficiently.
Product Knowledge: Maintain a comprehensive understanding of our products and services to provide patients with relevant and current information.
Problem Solving: Use critical thinking to address complex patient issues, identify root causes, and implement strategies to prevent similar future problems.
Technical Skills: Effectively use multiple technical systems.
Documentation: Accurately document patient interactions in a clear and concise manner.
Communication: Ensure all communication, both verbal and written, is clear, professional, and easy for patients to understand.
Conflict Resolution: Handle patient escalations and work towards mutually satisfactory solutions.
Continuous Improvement: Participate in training and workshops, contribute feedback, and suggest improvements for enhancing the patient experience.
Privacy and Data Compliance: Adhere strictly to all privacy policies and guidelines.
Roster & Conditions:
Role Commencing: 3 March 2025 - Full Time, Permanent Hours: Availability required between 8:00 am – 7:00 pm AEST, plus one weekend shift per month (Saturday and Sunday).
Candidates are expected to handle a high volume of inbound calls (some outbound calls + email is also required).
Location: Work from home within Australia.
Pay Cycle: Fortnightly.
Salary: $63,700 per annum + superannuation.
Qualifications
We seek individuals who are resilient, adaptable, patient, and empathetic, with strong communication and problem-solving skills.
This role is suitable for those transitioning into a contact centre role from related industries or individuals with prior experience.

Qualifications & Skills:
Extensive experience in customer interaction within high-volume call centre environments.
Composure under pressure and ability to handle stressful situations effectively.
Proven ability to use active listening and effective questioning techniques.
Demonstrated use of empathy in customer interactions.
Experience meeting and exceeding KPIs and activity targets.
Initiative in problem-solving patient issues.
Dispute resolution skills and capability for difficult conversations.
Multitasking and prioritisation skills in a dynamic, fast-paced setting.
Strong computer literacy and ability to learn new programs quickly.
Team-oriented mindset with a strong focus on collaboration.
Strong IT skills and ability to conduct basic troubleshooting.
Additional Information:
All successful applicants will be required to undergo and maintain a national police check and have reliable, at-home internet connection.

Join our team and contribute to creating a positive patient experience where every interaction counts.

Other Benefits Include:
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.
Enhancing your home office with our ergonomic equipment reimbursement benefit.
Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.
We are committed to facilitating a barrier-free recruitment process and work environment.
If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

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