Description : Customer Care Representative. Company : Air Liquide. Location : Queensland
Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.
The underlying objective of this position is to manage the receipt of sleep study referrals, contact patients to arrange a sleep study appointment, and handle all associated incoming general enquiries and administration work via telephone, fax and email.An important function of this role is to ensure that our referred patients are educated about what sleep apnoea is, understand what to expect from a sleep study and generally support the patient to ensure they carry out their referring doctor's request. How will you CONTRIBUTE and GROW?
a) Deal with inbound/outbound calls, faxes and emails and handle patient and public enquiries in relation to the provision of sleep studies and other associated administrative tasks.
b) Actively participate in, and promote, a patient focussed business unit, committed to providing patients with the highest standard of patient care and customer service.
c) Process sleep study referrals received from medical practices, and liaise with referring doctors and surgeries where an amended sleep study referral is required.
d) Ensure patient records within the ALH data management systems are complete, accurate and current with regard to personal and medical information according to company procedures.
e) Perform confirmation procedures for patient appointments, as well as the scheduling or rescheduling of appointments and general appointment/calendar management for our clinical sites.
f) Liaise with other business units for information and guidance as required, to provide an exceptional patient experience.
g) Apply company health and safety policies to the setting of patient appointments, and establish if a patient's appointment can be covered under Medicare as per Medicare guidelines for the provision of sleep studies.
h) Provide healthcare professionals with general information about sleep diagnostics.
i) At all times maintain utmost confidentiality in the management, use, processing, sharing and all other dealings with client information or data in any form, written or otherwise.
j) Effectively communicate with patients/carers, providing education as necessary around sleep studies and sleep apnoea and minimising any anxiety or concerns regarding the sleep study process.
k) Handle customers’ complaints in a professional manner, make all efforts to resolve them in a timely professional manner.
l) Promptly escalate any unresolved complaints to the team leaders or relevant department for investigation after gathering all relevant information and briefing relevant parties. Ensure all complaints and compliments are documented in the IQMS system.
m) Comply at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role.
Are you a MATCH?Previous experience in a healthcare industry, customer service or high volume call centre is considered advantageous.
Proven ability to read, analyse and interpret documents such as procedure manuals and work within strict guidelines and legislative requirements.
Ability to solve practical problems and respond to common enquiries from customers.
Commitment to creating a superior patient experience through proven customer service skills and an excellent phone manner.
Team player with strong interpersonal and communication skills.
Great organisation skills and ability to work autonomously under pressure in a high volume environment.
Excellent computer literacy: proven ability to use or to rapidly acquire knowledge of google suite software and general CRM systems.
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
