Full-Time Patient Experience Team Lead
Montu is hiring a remote Full-Time Patient Experience Team Lead. The career level for this job opening is Manager and is accepting Melbourne, Australia based applicants remotely. Read complete job description before applying.
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Montu
Job Title
Patient Experience Team Lead
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Melbourne, Australia
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Job Details
Patient Experience Team Lead
The Patient Experience Team Lead will have overarching people management accountability for a team of Patient Experience Specialists.
Responsibilities:
- Ensure team members work effectively and efficiently through feedback and coaching.
- Collaborate with other leaders to ensure positive patient outcomes.
- Handle patient and team escalations, supporting daily process activities.
- Take ownership of the team's overall performance against set KPIs.
- Lead day-to-day operations for Patient Experience Specialists (PES).
- Answer PES questions and guide them through difficult situations.
- Provide technical knowledge and expert guidance.
- Monitor team performance against KPIs and implement corrective actions.
- Review calls, provide feedback, and act as a key point of contact.
- Participate in interviewing and hiring.
- Prepare and present performance reports.
- Develop and implement dashboards and reporting tools.
- Identify issues/trends from patients.
- Build and lead a high-performing team.
- Promote staff empowerment and growth.
- Celebrate team achievements.
- Delegate responsibilities effectively.
- Ensure compliance with company policies.
- Support an inclusive and accessible work environment.
- Host regular 1:1 meetings and write performance reviews.
- Lead team meetings to build a positive culture.
- Collaborate on training and development programs.
- Develop processes for a high-performance culture.
- Utilize data to identify improvement opportunities.
- Stay current with trends and customer experience strategies.
- Ensure the team is informed of business changes.
- Support employees and general operations.
Requirements:
- Previous experience leading a team in a call center environment (min 2yrs/ideally remotely).
- Excellent communication skills.
- Proactive, personable, and highly motivated.
- Ability to work autonomously and as part of a team.
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Patient Experience Team Lead at Montu is
20th of August 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Melbourne, Australia
] applicants. .
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