About the Role

As a Patient Support Specialist at My 1Health, you are vital in shaping the patient’s experience. Your role is not just about direct interactions; it’s about ensuring a seamless journey for each patient. From their initial inquiry through to post-treatment care, you will guide and support patients, ensuring a smooth, efficient, and compassionate journey. This involves not only addressing immediate concerns and questions but also anticipating needs and coordinating with other healthcare services to provide comprehensive support. Your efforts are key to maintaining our culture of excellence and efficiency, while always upholding the highest healthcare standards and ensuring compliance in every interaction.

You will also work closely with other departments to ensure that patients receive holistic care and support throughout their treatment journey.

Key Responsibilities

• Patient Case Management: Efficiently manage patient cases, from initial contact to final resolution, ensuring a high level of patient satisfaction. This includes understanding patient needs, coordinating care, and following up to ensure all patient concerns are addressed.
• Conversion Focus: Actively work towards achieving high conversion rates for patients we assist. This involves understanding patient needs, effectively communicating the value and benefits of our services, and guiding them towards making informed healthcare decisions.
• Patient Interaction: Directly engage with patients, providing accurate and empathetic responses and ensuring the highest standard of care.
• Advocacy and Support: Champion patient needs, ensuring swift resolution of concerns and enhancing the overall patient experience.
• Team Collaboration: Work closely with the Patient Support team to provide top-tier, patient-centric customer service.
• Continuous Learning: Participate in training programs to enhance skills and knowledge in healthcare support.
• Process Adherence and Efficiency: Follow and improve documented strategies for streamlining patient inquiries, issue resolution, and workflow processes to enhance overall efficiency and patient satisfaction.
• Contributions to Patient Experience: Proactively contribute ideas and strategies to enhance the patient experience and satisfaction at every touchpoint.
• Data Utilization and Reporting: Utilize CRM systems for seamless patient interactions and support data-driven decision-making. Regularly report on case handling, patient feedback, and conversion outcomes.
• Quality Assurance and Compliance: Adhere to quality assurance protocols and stay updated on healthcare regulations to ensure all interactions comply with the highest standards.
• You should be comfortable working on a rotating schedule that includes weekends and occasional public holidays.

Requirements

Must Have

• Experience in customer support or patient support, with a minimum of 2 years’ experience.
• Bachelor’s degree in a relevant field (business, healthcare, or management preferred).
• Willingness to learn about the healthcare industry.
• Proficiency in CRM systems and software.
• Critical thinker who works well under pressure
• Robust analytical skills and ability to use data to drive decision-making.
• Excellent verbal communication and interpersonal skills.
• Innovative mindset and adaptability to change.

Nice to Have

• Understanding of medical knowledge.
• Experience with digital health tech, telemedicine platforms, healthcare software applications, and patient engagement tools.
• Fluency in a second language.

What We Offer

• The opportunity to be part of a leading company transforming specialised healthcare access worldwide.
• A dynamic and inclusive work environment that fosters growth and professional development.
• Competitive starting salary with a bonus structure.
• Parental Leave