Essential duties

- 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 setting (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.

📌 Patient Experience Specialist (Australia)
🏢 Canon
📍 Australia