Customer Experience Specialist - Symonds Street/Kingsland

Monday to Sunday roster, including early evenings up to 9pm. 

The role will have some work-from-home hours for after-hours roster. 

We are a full-service GP provider, but not your typical GP practice. We’re re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to and understanding individual needs and tailoring services to meet them. People are at the heart of everything we do.

This role is pivotal to our Customer Experience Team.  You will be delivering outstanding customer service and support, leading to better health outcomes for our customers. You will work closely with our clinical and non-clinical teams on all aspects of delivering and improving great customer experience.

About The Role:

Your focus will be delivering customer-first service, liaising with patients, their families and care providers. You will be the “go to” for resolving customer experience issues and providing support to the clinical team. Ultimately, you will be proactive in making all patient experiences seamless, accessible, timely, and as safe as possible.  Key responsibilities include:

• Answering customer queries via phone, social media, email & messaging within our app.
• Providing insights into enhancing in-clinic patient experience and administrative operations
• Support clinicians team to maintain clinical queries inbox and assist clinicians to improve health target
• Assisting with clinical enrolments.
• Handling and keeping patient files up to date
• Assisting with immigration medicals when required. 

Experience Required:

• Customer service experience
• Able to thrive in a fast-paced environment
• Exceptional written and verbal communication skills
• Detail oriented and the ability to multitask
• Team player who can collaborate with various departments
• Tech savvy
• Ability to think on your feet and display good judgment and decision making skills  

If you're passionate about customer care and would like to step into the healthcare industry to make a difference, we would love to hear from you!