Full-Time Outreach Specialist

Outreach Specialist plays a pivotal role in enhancing Patient Experience and driving Montu's success by proactively serving as the voice of the call centre.

Key Responsibilities

1. Patient Service & Engagement:
• Participate in outbound and inbound patient calls, ensuring timely and meaningful engagement.
• Identify patient needs, address concerns, and guide them to appropriate resources or next steps (escalate to clinical team when needed).
• Manage complaint resolution and patient retention with an empathetic, solution-focused approach.
• Maintain patient satisfaction.
2. Patient Case Coordination & Support:
• Manage complex issues, escalating and ongoing patient cases ensuring clear communication, structured follow-ups, and timely resolution.
• Act as a central point of contact for patients with medical, logistical, or administrative complexities.
• Proactively coordinate with internal/external stakeholders for efficient resolution.
• Ensure actions align with holistic patient care.
3. Patient Experience Support:
• Coordinate order processing.
• Conduct proactive outreach based on CSAT/NPS feedback and welcome new patients.
• Manage complex orders/inquiries/technical issues.
• Manage frequent callers, including vulnerable patients.
• Contact dissatisfied patients through surveys (e.g., CSAT, NPS) to resolve concerns/complaints.
• Act as a liaison between internal/external stakeholders.
• Provide support and training for Patient Experience Specialists.
• Identify/escalate priority issues affecting service delivery for continuous improvement.
4. Continuous Improvement & Collaboration:
• Work with Outreach Lead and team members to optimize workflows, streamline processes, and enhance performance.
• Provide insights to improve service delivery and patient experience.
• Stay up-to-date with retention/complaint trends.
5. Administrative & Operational Support:
• Maintain accurate patient records.
• Support clinical/operational administrative tasks.
• Assist with internal administrative duties impacting patient satisfaction/operational efficiency.
6. Patient Success:
• Onboarding Guidance: Provide clear communication to new patients, outlining expectations, support access, and medical question resources.
• Treatment Journey Coordination: Help patients stay on track with treatment plans by coordinating reminders, clarifying non-clinical steps (e.g., appointments, document submissions).
• Order Support: Monitor and manage order statuses, follow up on delays/issues with pharmacy/operations.
• Non-Clinical Education & Empowerment: Share process/platform information (reordering, self-service).
• Follow-Ups & Lifecycle Touchpoints: Conduct timely check-ins with patients following key events.
• Issue Prevention & Escalation: Proactively identify potential barriers (missed calls, unresolved order issues).
• Success Metrics Contribution: Support improvements in patient retention, order completion rates, and overall experience.

Objectives & Key Results (OKRs) & Key Performance Indicators (KPIs):

Consistently deliver on individual/departmental OKRs/KPIs.

Track/report on metrics assessing performance, patient engagement, and service quality.

Maintain high quality and CSAT scores in all interactions.

Requirements

• Previous high-volume customer query experience and resolution.
• Client service focus, warm telephone manner, effective questioning, and active listening.
• Strong written and verbal communication.
• Multitasking, prioritization, and time management skills.
• Strong problem-solving skills, addressing complex issues and finding practical solutions.
• Strong communication & process management for managing customer relationships.
• Ownership for problem-solving patient issues effectively and timely.
• Strong organizational skills.
• High level IT skills for quickly learning multiple systems.
• Teamwork and collaboration skills, coordinating activities for business performance enhancement.

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