Customer Experience Specialist

About Us

As we optimise to a future-ready way of working, there's an exciting shift happening. We are transforming into a stronger, more agile organisation. 

As part of this exciting transformation, we are looking for talented Customer Experience Specialists to join our team based at North Ryde.

Laverty Pathology is a part of Healius Ltd., an ASX listed business and one of Australia's leading healthcare companies and provider of private medical laboratory & pathology services. Healius has an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia.

We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities.

The Role

As Customer Experience Specialist you will be working in fast paced environment in a team of 25 and will be the go-to team for all phone calls through to Laverty regarding patient results.

You will be reporting to the Customer Experience People Leader, you will be using your excellent communicating and listening skills to liaise with a range of both internal and external stakeholders including Patients, Doctors, Vets, Health Care Professionals, Commercial Clients, and Internal Customers. 

As part of this newly formed team, you will have the opportunity to make an impact and will be coming in to work every day with purpose as you make a real difference to the health of patients across NSW.
 
Responsibilities:

• Answering a high volume of calls and creating an exceptional experience to both internal & external stakeholders
• Prioritising important and urgent interactions to ensure optimal health and business outcomes, such as clinically significant results
• Ensuring high levels of satisfaction, experience and customer advocacy 
• Being the first point of contact to resolve complaints and 
• Maintaining Consistent compliance with all policies and procedures ensuring efficiency, productivity and accuracy
• Actively identifying and proposing innovation and change opportunities and participate in a culture of continual improvement  

About You 

You will be an entry level customer service professional or have 1-2 years of experience in any setting of customer service, with empathy and a desire to work for a meaningful industry, as you make a difference to the health of patients across NSW.

Key attributes include:

• Exceptional communication skills both verbally and in writing as you work closely with team members and other departments 
• Experience in a customer service environment, this may have been in any industry
• A great team player
• You enjoy working in a fast-paced working environment
• Ability to follow protocols and procedures and a high level of attention to detail
• Ability to communicate effectively with team members and other departments both verbally and in writing
• Basic IT skills and ability to pick up new systems

Benefits and Wellbeing

As part of working for Healius, you will have access to a range of benefits including:

• A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
• Corporate health insurance discounts, banking benefits and novated leasing consultations.
• An e-learning platform with access to a library of courses and learning paths.
• An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
• Fitness Passport – access fitness centres across Australia at a subsidised rate
• Career growth opportunities across the Healius network
• Being a part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

Our commitment to diversity and inclusion

Laverty Pathology is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

How To Apply

Please click the ‘Apply Now’ button to complete the pre-screening questions and submit your application.

If you would like further details please email careers@healius.com.au.

See more of our jobs at www.healiuscareers.com and follow us on LinkedIn.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.