Company Description
Montu is Australia's largest healthtech business with a focus on alternative healthcare. Founded in 2019, it supports patients, doctors and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, a non-for-profit advocacy body that advances legislative change across the healthcare landscape. Our mission is to make alternative healthcare more affordable and accessible for the millions who could benefit.
Montu has been recognised as Australia’s fastest-growing tech company in the Deloitte TechFast 50 for two consecutive years (#1 in 2022 and 2023), achieving remarkable revenue growth of 26,000% and 9,000%. Named #1 on LinkedIn’s Top Startups Australia 2024, Montu has cemented its position as the largest business of its kind outside North America and continues to evolve on its journey.
This role is an Australia-based, fully work-from-home position.
Job Description
The Patient Experience Specialist’s core role is to be the frontline support for our patients and ensure that every interaction results in an excellent experience for both our current and potential patients. The Patient Experience Specialist handles both inbound and outbound communications via phone and ticketing system and provides daily team support to ensure smooth flow of inquiries and complaints within the clinical and operational teams.
Additional tasks beyond the core role may be allocated to support the overall function of the Team.
Patient Service Responsibilities:
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Manage a high volume of patient enquiries via phone and email.
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Provide exceptional support and guidance, helping patients navigate their healthcare journey.
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Resolve enquiries, manage complaints, and escalate clinical matters when required.
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Liaise with internal teams, pharmacies, and other stakeholders to ensure a seamless patient experience.
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Maintain accurate patient records and complete administrative tasks with attention to detail.
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Manage cases through to resolution, prioritising work effectively in a fast-paced environment.
Performance Expectations:
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Meet individual and team KPIs, service standards, and performance goals.
Qualifications
To be successful in this role, you'll bring:
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Previous experience with high volume customer queries and resolutions.
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Previous experience in a call-centre environment is not essential but will be highly advantageous.
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Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
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Ability to multi-task, set priorities and manage own time effectively in a dynamic, fast-paced environment.
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Demonstrated success in managing customer relationships through strong communication and process management.
Additional Information
You'll be joining a high-performing, fast-paced team where your work drives meaningful impact in a leading tech company at the intersection of healthcare. We take pride in our driven and results-focused culture, where ambitious individuals can push the boundaries of innovation and contribute to better outcomes for Australians.
Other benefits include:
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Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
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Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
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The freedom of a full-time, work-from-home role.
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Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
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Mental health support through our wellbeing platform, Unmind.
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A private health insurance discount through Medibank.
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Up to 8 weeks of paid parental leave.
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Swag kits to celebrate key milestones in your journey with us.
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Enhance your home office with our work from home equipment allowance benefit.
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Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.
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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.
