Patient Experience Specialist

About Montu

Montu is a leading Australian medical cannabis company facilitating efficient patient access to life-changing medication. We have built a technically focused cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care.

Recognised as No1 in the Deloitte Tech Fast 50 for 2 year in a row with growth of over 26,000% and 9,000% respectively, we were also nominated No5 in the AFR Fast Starters for 2022. As we continue our hyper growth, we are actively looking to expand our high performance team to take the company to the next level. Join us on our mission to improve the lives of millions of patients with medical cannabis therapies. This role is an Western Australia-based, fully work-from-home position. 

Job Description

As a Patient Experience Specialist, you will be the frontline of support for our patients, ensuring that every interaction results in an excellent experience for both our current and potential patients. Whilst leading with empathy, you will focus on call efficiency to maximise the number of patients you can assist during your shift. This is a fast paced, phone based role, suited to someone who is dedicated and enthusiastic in handling both inbound and outbound communications via phone and ticketing system, live chat, and email, and provides daily team support to ensure a smooth flow of inquiries and complaints within the clinical and operational teams.

RESPONSIBILITIES: 

• Customer Interaction - Via phone, live chat and email 
• Issue Resolution - Taking ownership of patients' problems, investigating, troubleshooting to resolve issues efficiently
• Product knowledge - Maintaining a comprehensive understanding of our products and services to ensure patients are provided with relevant and up to date information
• Problem Solving - Utilising critical thinking to handle complex patient issues to find the root cause and implement strategies to prevent similar problems in the future.
• Technical Skills - use multiple technical systems effectively 
• Documentation - Taking accurate, concise notes from patient interactions 
• Communication - Ensure clear and professional verbal and written communication which patients can easily understand
• Conflict Resolution - Handle patient escalations to work towards a solution
• Continuous Improvement - Actively participate in training and workshops, providing feedback to the team and suggesting improvements for the patient experience
• Privacy and Data Compliance - Ensuring all privacy policies are adhered to
• Ensuring you are meeting daily KPIs and activity targets 
  

ROSTER & CONDITIONS: Role Commencing : 17 June - Full Time, Permanent
Hours : Availability between 10am- 6pm AWST (11am - 7pm during daylight savings) + one weekend shift per month, Saturday and Sunday
Training:  Must be available for initial 5-6 weeks (from 17 June) between 7am - 3pm AWST
Location : Western Australia
Pay cycle : Monthly
Salary: $61500 per year + super. 

Qualifications

ABOUT YOU:

We look for people who are resilient, adaptable, patient, and empathetic as well as having excellent communication and problem-solving skills. This role may suit someone looking to move into a contact centre role from a related industry, or someone who already has similar experience. You will also have: 

• Extensive experience interacting with customers in a high-volume environment
• Ability to handle stressful situations with composure 
• A demonstrated ability to use active listening as well as effective questioning techniques
• Able to demonstrate how you have used empathy in your previous roles
• Experience working with and exceeding KPIs and targets
• Show initiative around problem solving patient issues
• Dispute resolution skills & ability to have difficult conversations
• Can multitask, set priorities, and manage their time effectively in a dynamic, fast-paced environment
• Excellent computer literacy with the ability to pick up new programs in a timely manner. 
• Show a strong focus on teamwork
• Strong IT skills and the ability to learn new systems quickly, along with the ability to conduct basic troubleshooting. 

Please note all applicants must have a fast and reliable internet connection within their home to be eligible for this role. 

Additional Information

You will be joining a highly motivated, dynamic team, where your ideas and contribution will be highly valued, and directly influence the direction and progress of the business. You will also enjoy:

• Joining an expanding global company in its exciting growth phase
• Unlimited access to the SAGED and Greenhouse learning platforms
• Discounts with over 450 retailers across Australia through the Merit Reward and Recognition platform
• A collaborative, focused and driven culture that rewards high achievers
• Australia based, fully work from home
• Mental health support through our wellbeing platform Unmind
• Shaping the future of the cannabis industry as it evolves into a multibillion-dollar market #LI-JP1

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.