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.

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