Patient Experience Team Lead

About the Role:

• As the Patient Experience Team Lead, you will hold overarching people management accountability for a team of Patient Experience Specialists.
• You will ensure team members work effectively through regular feedback and coaching, while collaborating with other leaders to drive positive patient outcomes.
• Provide ongoing support by managing escalations, assisting with daily operations, and owning the team's performance against key KPIs.

Key Responsibilities:

• Lead the day-to-day operations for a team of Patient Experience Specialists, including answering questions, guiding through difficult calls, and diffusing angry customers.
• Monitor individual and team performance against KPIs, service level goals, and schedule adherence; identify gaps and implement corrective actions.
• Host regular 1:1s, write performance reviews, and lead team meetings to build a strong, positive culture.

What We Offer:

• A full-time, work-from-home role with access to co-working spaces in Sydney, Melbourne, and Brisbane.
• Up to 8 weeks of paid parental leave, mental health support, and a private health insurance discount.
• Access to a learning platform, retail discounts, and a home office equipment allowance to enhance your setup.