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.
