Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.
The Main Objective of this position is to deliver therapy support to patients receiving CPAP and other Sleep Therapies provided by Air Liquide Healthcare, as part of the AIR LIQUIDE Healthcare (ALH) TPP program, or long term sleep therapy.
The Therapy Support Consultant provides ongoing support services over the phone to private patients and government funded (Federal or State Health Organisation, Department of Veterans Affairs) patients.
This position reports to the Customer Care Manager - Sleep.
Is primarily involved in outbound phone calls. Open questions are used in these calls to monitor on-going compliance to therapy, troubleshoot issues and to identify needs for additional assistance.
Assists with answering incoming phone calls as and when needed and directed by the Customer Care Manager - Sleep .
Complies with procedures and instructions given by the Customer Care Manager - Sleep to achieve desired patient and organisational outcomes including an increase in the CPAP business.
Provides individualised support to patients new to sleep therapy to ensure client retention and successful transition to long term therapy.
Solves customer difficulties by troubleshooting over the phone. If not possible, organises a visit by Homecare Technician, DVAC Specialist or appointments at CPAP Clinics.
Takes orders over the phone and processes the sale and dispatch of CPAP masks and accessories in the Company information system (ERP: Great Plains).
Ensures that patient details in Great Plains are up to date and complete.
Processes data in the ALH information systems (Great Plains & Monday.com) in a thorough manner in order to:
Provide seamless reports and thorough feedback to be sent to government clients & referring physicians/laboratories.
Allow for efficient scheduling of the next therapy optimisation call for each patient.
Facilitate timely delivery of products and invoices to patients and paying bodies.
Ensures that all patient contact is recorded, both in GP and in Monday.com and the boards in Monday.com are up to date.
Generates reports on activity (patients called, compliance reporting, etc) as requested by the direct Manager.
Complies at all times with the ALH Code of Conduct and with the Privacy Act.
More generally, complies with all policies and regulations applicable to the role.
Other projects and responsibilities as delegated by the Manager.
Decisions
Recommendations
At least 1 year sales or customer service experience.
Telesales or call centre experience.
Ability to read, analyse and interpret documents such as operating instructions, procedure manuals and the ability to write routine reports and correspondence.
Ability to solve practical problems and respond to common enquiries or complaints from customers.
Ability to interpret an extensive variety of instructions, manage competing demands and follow tasks to completion.
Strong interpersonal and communication skills.
Superior phone manners.
Excellent organisation skills and ability to work autonomously.
Ability to prioritise .
Ability to define problems, collect data, establish facts and draw valid conclusions.
Excellent computer literacy, including the ability to use Microsoft Applications and Google Applications as well as customer invoicing systems and all appropriate softwares.
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
