Patient Experience Specialist

Essential duties • Inbound and outbound customer enquiries at volume- acting as a central point of contact for our patients both via phone and email. • Identifying the patient's needs- clarifying information, assisting with requests for resources as well as assisting them in taking the appropriate next steps, including escalation to the clinical team when required • Complaint resolution/customer retention- displaying an empathetic and solution-centric attitude with a significant focus on patient success. • Maintaining patient satisfaction at the core of every decision and behaviour. • Coordination between our internal clinical and operations teams, external pharmacies, clinics, suppliers and other key stakeholders • Maintaining accurate patient information within interconnected database systems. • Identifying and escalating priority issues affecting service delivery. • Administrative tasks both clinical and operational in nature- attending to document and process management as required with attention to detail and a high level of organisation. • Drive a professional internal and external Customer Focused culture within the business area and the organisation. • Establish and maintain key customer relationships through effective communication. • In a customer centric manner, respond to information requests and find solutions to resolve queries. Complete end-to-end case management, ideally on a first call resolution basis. Respond to difficult customer queries and if unable to resolve, seek support from the Team Leader. • Receive and respond to information in an omnichannel environment (i.e., phone, email, and social media) tailoring the communication approach to various channels and customers • Prioritise and complete allocated work • Operate a large variety of systems, adjusting work sequence and or ither variables to improve efficiency and provide excellent customer experiences • Development of personal; capabilities by engaging in existing and informal learning opportunities • Supports, accepts, and aids in the implementation of continuous improvement • Occupational Health & Safety and Environmental, InfoSec and QMS Awareness • Comply and understand the requirements and your responsibilities in relation to the companies Occupational Health, Safety and Environmental policy.. • Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client • Strict observance of the Information Security set of policies, which may include, but are not limited to, taking mandatory InfoSec courses, and preventing and reporting security events. • Observe compliance to Canon's Quality policy and document management standards. Qualifications ● Bachelor’s degree in Nursing, Healthcare Administration or medicine relevant field is strongly recommended. ● At least 3 years’ experience required in Call-centre, healthcare support, data processing or administrative role ● Previous experience with high volume customer queries and resolutions ● Customer facing and complaint handling experience. ● Demonstrate strong communications skills in English language ● Excellent communicator with a pro-active approach and with a “Can do” mentality. ● Delivery and solutions focused. ● Microsoft Outlook, Word, Excel Intermediate level of expertise ● Demonstrated client service focus with a warm telephone manner and the ability to ask effective ● questions and demonstrate active listening techniques. ● Ability to multi-task, set priorities and manage own time effectively in a dynamic, fast-paced ● environment. ● Demonstrated success in managing customer relationships through strong communication and process management ● Must be amenable to working onsite and willing to work on changing shifts as business requires ● Preferably, has experience working in an Australian account.