Patient Experience Team Lead

Montu is Australia's largest healthtech business with a focus on alternative healthcare. Founded in 2019, it supports patients, doctors and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, a non-for-profit advocacy body that advances legislative change across the healthcare landscape. Our mission is to make alternative healthcare more affordable and accessible for the millions who could benefit.

Montu has been recognised as Australia’s fastest-growing tech company in the Deloitte TechFast 50 for two consecutive years (#1 in 2022 and 2023), achieving remarkable revenue growth of 26,000% and 9,000%. Named #1 on LinkedIn’s Top Startups Australia 2024, Montu has cemented its position as the largest business of its kind outside North America and continues to evolve on its journey.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

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.
• 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 clear 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.

• Previous experience leading and managing a team in a call centre environment (ideally remotely) 
• Ability to lead and motivate a team through coaching, mentoring and leading by example
• Excellent communication skills
• Pro-active, personable and highly motivated
• The ability to work autonomously and as part of a cohesive team 

You'll be joining a high-performing, fast-paced team where your work drives meaningful impact in a leading tech company at the intersection of healthcare. We take pride in our driven and results-focused culture, where ambitious individuals can push the boundaries of innovation and contribute to better outcomes for Australians.

Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.