Full-Time Patient Experience Specialist

Patient Experience Specialist

As a Patient Experience Specialist, you will be the frontline of support for our patients, ensuring every interaction results in an excellent experience.

Key Responsibilities:

• Achieve or surpass individual KPIs (e.g., CSAT, quality ratings, ticket resolution, call volume).
• Engage with patients via phone, live chat, and email with empathy and professionalism.
• Resolve patient issues efficiently, including investigating and troubleshooting problems.
• Maintain product/service knowledge for accurate information provision.
• Address complex issues using critical thinking and implement preventative strategies.
• Effectively utilize technical systems.
• Document patient interactions clearly and concisely.
• Ensure all communication is clear, professional, and patient-friendly.
• Handle patient escalations and achieve mutually satisfying solutions.
• Participate in training, contribute feedback, and suggest improvements.
• Adhere to privacy policies and guidelines.

Schedule:

• Availability between 10am - 6pm WA time (during AEDT, daylight savings) and 11am - 7pm WA time (during AEST, non-daylight savings).
• One weekend shift per month (Saturday & Sunday).

Qualifications & Skills:

• Extensive customer interaction experience in high-volume call centers.
• Composure under pressure and ability to handle stressful situations.
• Active listening and questioning skills.
• Empathy in customer interactions.
• Experience meeting and exceeding KPIs.
• Initiative in problem-solving.
• Dispute resolution and difficult conversation skills.
• Multitasking and prioritization abilities in fast-paced environments.
• Strong computer literacy and quick learning of new programs.
• Team-oriented and collaborative.
• Strong IT skills and basic troubleshooting.

Benefits:

• Paid parental leave.
• Access to Greenhouse learning platform.
• Discounts with various retailers.
• Flexible work arrangements (full-time).
• Co-working spaces in major cities.
• Wellbeing platform and health insurance discount.
• Ergonomic equipment reimbursement.

Important Note: Online assessment center on 31st January 2025. Participation is crucial for progression. All successful candidates must have a national police check and a reliable home internet connection.

Location: Work from home within Australia.

Pay: $63,700 per annum + superannuation. Fortnightly pay cycle.

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