Job Description

As the Patient Experience Team Lead, you will hold overarching people management accountability for a team of Patient Experience Specialists. In this role, you will ensure team members work effectively and efficiently through regular feedback and coaching, while collaborating with other leaders to drive positive patient outcomes. You will provide ongoing support by managing escalations, assisting with daily operations, and taking ownership of the team's overall performance against key KPIs.

Key Responsibilities:

Operational Excellence & Management:

- Lead the day-to-day operations for a team of Patient Experience Specialists (PES).
- Answer PES questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by a Patient Experience Specialist.
- Workforce Planning & KPI Performance: Drive workforce planning and real-time queue management, using contact centre metrics and schedule adherence to optimise team performance and maintain Service Level targets.
- Provide technical knowledge and expert guidance to support the contact centre and resolve challenges effectively.
- Monitor individual and team performance against KPIs, service level goals, and adherence to schedule; identify gaps and implement corrective actions as needed.
- Review individual calls, listening and providing feedback on individual calls to ensure quality and efficiency in patient contacts.
- Act as a key point of contact between team members and stakeholders, clearly communicating goals, expectations and updates.
- Participate in the interviewing and hiring process in collaboration with the Head of Contact Centre and internal Talent Acquisition and People teams.
- Prepare, analyse and present performance and operational reports to identify trends, inform strategic decisions, and enhance overall efficiency.
- Develop and implement dashboards and reporting tools to streamline workflows and track progress towards targets.




- Assist other management team members in identifying issues/trends from patients.

People Leadership & Coaching:

- Build and lead a high-performing team by providing transparent leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
- Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
- Celebrate team and individual achievements through feedback and reward & recognition programs.
- Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
- Ensure compliance with company policies and processes, taking timely and fair action in instances of unsatisfactory performance or conduct.
- Support and promote a working environment and services that are inclusive, accessible and celebrate diversity.
- Host regular and quality 1:1’s with individual team members.
- Write and deliver performance reviews for team members.
- Lead team and department meetings to engage the PES team and build a strong, positive culture.
- Collaborate across the department to plan and support training, coaching, and development programs.

Process Improvement & Strategic Alignment:

- Develop and refine processes and procedures that foster a high-performance culture and ensure consistency across contact centre leadership
- Utilise data and metrics to identify opportunities for continuous improvement and process optimisation.
- Conduct research and analysis to stay current with campaign trends, best practices, and customer experience strategies.
- Ensure the team is informed of business changes, policy updates, and process adjustments.
- Take on other tasks or projects to support employees, other managers, and general operations.

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs):

- Deliver on individual and set departmental OKR and KPI’s as determined from time to time.

📌 Patient Experience Team Lead (Melbourne)
🏢 Montu
📍 Melbourne