Patient Experience Specialist

About Montu

Montu is one of Australia's leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients.  Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.

Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% and recently announced as #1 in the LinkedIn Top Startups Australia 2024 - Montu continues is ongoing growth journey and is now the largest business of its kind outside North America.

This role is an Australia-based, fully work-from-home position and is open to applicants living within Western Australia only.

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.

Responsibilities include: 

• Customer Interaction - Via phone, live chat and email 
• Issue Resolution - Taking ownership of patients' problems, investigating, troubleshooting to resolve issues efficiently
• Product knowledge - Maintaining a comprehensive understanding of our products and services to ensure patients are provided with relevant and up to date information
• Problem Solving - Utilising critical thinking to handle complex patient issues to find the root cause and implement strategies to prevent similar problems in the future.  
• Technical Skills - use multiple technical systems effectively 
• Documentation - Taking accurate, concise notes from patient interactions 
• Communication - Ensure clear and professional verbal and written communication which patients can easily understand
• Conflict Resolution - Handle patient escalations to work towards a solution
• Continuous Improvement - Actively participate in training and workshops, providing feedback to the team and suggesting improvements for the patient experience
• Privacy and Data Compliance - Ensuring all privacy policies are adhered to
• Ensuring you are meeting daily KPIs and activity targets 
   

ROSTER & CONDITIONS:

Role Commencing: 13 January 2025
Hours: 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 and Sunday
Training: Must be available for initial 5-6 weeks (from 13 January 2025, 10am - 6pm WA time
Location: Western Australia
Pay cycle: Fortnightly 
Salary: $63,700 per year + superannuation 

We look for people who are resilient, adaptable, patient, and empathetic as well as having excellent communication and problem-solving skills.   This role may suit someone looking to move into a contact centre role from a related industry, or someone who already has similar experience.   

You will also have: 

• Extensive experience interacting with customers in a high-volume environment
• Ability to handle stressful situations with composure 
• A demonstrated ability to use active listening  as well as effective questioning techniques
• Able to demonstrate how you have used empathy in your previous roles
• Experience working with and exceeding KPIs and targets
• Show initiative around problem solving patient issues
• Dispute resolution skills & ability to have difficult conversations
• Can multitask, set priorities, and manage their time effectively in a dynamic, fast-paced environment
• Excellent computer literacy with the ability to pick up new programs in a timely manner. 
• Show a strong focus on teamwork
• Strong IT skills and the ability to learn new systems quickly, along with the ability to conduct basic troubleshooting. 

Please Note: All applicants must be willing to undergo and maintain a National Police Check. All applicants must also have a fast and reliable internet connection within their home to be eligible for this role. 

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.

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.
  
  #LI-JP1
  #LI-Remote

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.