Job Reference: 19697
Location: North Ryde, NSW 2113
Role: Permanent, Full time 38 hours per week
Schedule: Fixed hours between Monday to Sunday 7am to 9pm
Why You Will Be Excited About This Role
At Laverty Pathology, a Healius business, we all have one thing in common, we are passionate about making a difference to the health of Australians.
And right now, it’s an exciting time to join us as we build a digital future for healthcare, whilst keeping our focus on providing excellent customer experiences and ultimately providing positive patient outcomes.
You will be a part of something pretty special as you join our passionate network of 250 contact centre staff operating across Australia and our mission to be the best pathology provider in Australia.
About Us
Healius has an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia. We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities. This means that you will be working in a business large enough to offer you job stability & security, interstate mobility and the opportunity to fulfil your career ambitions.
About The Role
Ready to make an impact? Our Customer Experience Specialists are committed to providing the support our customers need while delivering outstanding service. In this fast-paced role, you'll be part of a vibrant & empathetic team that ensures quality patient care, making every interaction count.
Reporting to the Customer Experience People Leader, you will be taking mostly inbound, with some outbound phone calls regarding confidential patient pathology results.
You will be using your excellent communication and listening skills to liaise with a range of both internal and external stakeholders including Patients, Doctors, Vets, Health Care Professionals, Commercial Clients, and Internal Customers.
There are a range of shifts across 7 days a week, with overtime loading available and 2 weeks of on the job training provided to ensure you are set up for success!
Best of all? You will be coming in to work every day with purpose as you make a real difference to the health of communities across Australia.
Responsibilities:
Taking a high volume of up to 150 inbound (and some outbound) calls per day- creating an exceptional experience to both internal & external stakeholders
Prioritising important and urgent interactions to ensure optimal health and business outcomes, such as clinically significant results
Ensuring high levels of satisfaction, experience and customer advocacy
Being the first point of contact to resolve complaints
Maintaining consistent compliance with all policies and procedures ensuring efficiency, productivity and accuracy
Actively identifying and proposing innovation and change opportunities and participate in a culture of continual improvement
About You
You will be an empathetic customer service professional with a drive to work for a meaningful industry, as you make a difference to the health of patients across NSW.
You will have a mature approach and be able to communicate with a range of stakeholders, with the ability to handle sensitive & confidential information.
Key attributes include:
Exceptional communication skills both verbally and in writing as you work closely with team members and other departments
Experience in a customer service environment, this may have been in any industry
Great team player attitude
The desire to work in a fast-paced working environment
The ability to follow protocols and procedures and a high level of attention to detail
Basic IT skills with the ability to pick up new systems
We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours that we expect our people to embody and are: Customer Focused, Accountable, Collaborative, Credible & Resourceful.
