Full-Time Patient Experience Outreach Lead

Patient Experience Outreach Lead is responsible for delivering proactive outreach and inbound business objectives by identifying and implementing actions that enhance patient experience and intercept the need for patient contact.

Key accountabilities include operational effectiveness, recruitment, training, process improvement.

Collaborates with PTX Leadership, Montu stakeholders, and patients to achieve positive outcomes and KPIs.

Develops and executes patient-focused strategies.

Analyzes customer data to identify trends.

Works with other departments to ensure customer satisfaction.

Coaches and leads a team to consistently high customer service levels.

Key Responsibilities

• Effectively manages patient escalations.
• Provides continuous training and coaching to direct and indirect reports.
• Undertakes quality checks on agent conversations and tickets.
• Coordinates internal clinical and operations teams, external pharmacies, clinics, suppliers, and stakeholders.
• Identifies, escalates, and addresses priority issues affecting service delivery.
• Contributes to setting performance metrics for the Outreach Specialist Team.
• Reviews and manages member contact across all channels to identify issues, gaps, impact and solutions.

Continuous Patient Experience

• Identifies business needs aligned with patient experience to execute actions.
• Advocates for continually improving ways of working to drive efficient engagement.
• Maintains patient satisfaction as core to all decisions and behaviors.
• Effectively manages complex patient enquiries.
• Triages escalations to appropriate teams.
• Prepares reports and analyzes data to improve processes, resource allocation, and customer satisfaction.
• Creates and documents logic, processes, and responses to support the team.

Reporting and Continuous Improvement

• Meets with stakeholders to identify trends.
• Escalates trends and works with appropriate teams to resolve issues.

Administrative

• Maintains accurate patient information in database systems.
• Identifies and escalates priority issues.
• Manages clinical and operational administrative tasks.

People Leadership

• Builds and leads a high-performing team by providing clear leadership, direction, and support.
• Ensures staff understand their roles and responsibilities.
• Promotes empowerment, growth, and mentorship.
• Delegates responsibilities and manages team performance to achieve goals.
• Ensures compliance with company policies and processes.
• Promotes an inclusive, accessible, and diverse work environment.
• Sets team OKRs and KPIs related to patient/customer satisfaction, NPS, and monitors metrics for improvement.

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

• Delivers individual and departmental OKR and KPI targets.

Skills & Experience

• High volume customer queries and resolutions experience preferred.
• Previous call-centre experience is advantageous.
• Strong client service focus with warm telephone manner, active listening, and effective questioning.
• Ability to multitask, prioritize, and manage time in a dynamic environment.
• Strong customer relationship management skills and process management.
• Strong problem-solving skills.
• Strong organizational skills.
• High-level IT skills with ability to learn new systems quickly.
• Strong teamwork and collaboration skills.

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