Patient Care Specialist
2 days ago
The role of Patient Support Representative involves providing exceptional patient care and support. This includes responding to inquiries, managing leads in a timely and professional manner, and delivering outstanding customer service.
Key Responsibilities- Respond promptly to patient enquiries via phone, email, online forms, and other communication channels.
- Provide clear and compassionate information about services, addressing questions and concerns with empathy.
- Manage incoming leads and conduct timely follow-ups to maximise engagement and conversion.
- Reactivate past patients through proactive outreach, re-engagement campaigns, and regular communication.
- Accurately record and update all interactions in lead management and CRM systems.
- Track, analyse, and report on lead conversion rates and relevant performance metrics.
- Schedule initial consultations and follow-up appointments, ensuring coordination with staff and clinicians.
- Handle payment transactions, provide transparent pricing information, and guide patients through payment options.
- Follow established scripts, procedures, and internal systems with precision to ensure consistency and compliance.
- Maintain a disciplined and efficient approach to daily tasks and workflows.
- Deliver a patient-first experience at every touchpoint.
- Bachelor's degree or Certificate IV in a relevant field is preferred.
- At least 3 years of experience in a customer service or sales support role within a healthcare environment is required.
- Strong background in the medical or allied health field is highly desirable.
- Excellent verbal and written communication skills with a personable and empathetic approach are essential.
- High level of discipline in following procedures, scripts, and workflow systems is required.
- Ability to balance warm patient interactions with timely task completion is crucial.
- Strong time management and multitasking abilities in a fast-paced setting are necessary.
- Competency with CRM and lead management tools is expected.
- High standards of professionalism, confidentiality, and integrity are mandatory.
- Self-motivated and capable of working independently and collaboratively as part of a small team.
- A genuine interest in helping people and supporting their health journey is a must.
We offer a supportive and rewarding career experience. Here are some benefits you can expect from this opportunity:
- Flexible work arrangements including remote work options.
- A competitive salary package and comprehensive benefits.
- Opportunities for career growth and professional development.
- A supportive and inclusive company culture.
- Dedicated managers focused on your growth and success.
We are committed to making a positive impact in the lives of our patients and customers. Our team is passionate about delivering exceptional service and creating a patient-first experience.
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