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 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.

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.