Patient Experience Specialist

Essential duties  

●    Patient Service & Case Management
●    Handle inbound and outbound patient inquiries via phone, email, and messaging platforms.
●    Identify patient needs, clarify information, and assist with appropriate next steps, escalating to clinical teams when required.
●    Support complaint resolution with empathy and professionalism, ensuring patient satisfaction.
●    Maintain accurate patient information across database systems.

Team Support & Collaboration

●    Provide daily support to ensure smooth team operations.
●    Assist with administrative tasks, including document and process management, with attention to detail.
●    Deliver courteous and professional communication across all channels.
●    Ensure patient satisfaction is prioritized in all interactions.
●    Respond to information requests and queries in a customer-centric manner.

Compliance & Safety

●    Observe Occupational Health & Safety, Environmental, Information Security, and Quality Management policies.
●    Complete mandatory InfoSec training and report security events promptly.
●    Ensure compliance with Canon’s Quality policy and document management standards.

Qualifications    

●    Bachelor's degree in nursing, Healthcare Administration, or a related field preferred (or equivalent experience).
●    1–2 years of experience in customer service, healthcare support, or administrative roles (fresh graduates with internship experience may be considered).
●    Experience handling customer queries and basic complaint resolution.
●    Strong communication skills in English, with a warm and professional telephone manner.
●    Proficiency in Microsoft Outlook, Word, and Excel at a basic to intermediate level.
●    Ability to multitask, set priorities, and manage time effectively in a fast-paced environment.
●    Demonstrated client service focus with active listening and problem-solving skills.
●    Preferably has experience working in an Australian account
●    Must be amenable to working onsite and willing to work on changing shifts as business requires