Patient Support Specialist - Medicinal Cannabis Telehealth

NABIS
Melbourne, VIC

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Job Description

Diary of a Patient Support Specialist

Morning

8.30am

Monday morning, 5 new starters in the team this week - so much growth in the business; they say we'll grow from 120 to over 200 in the next 6 months, a lot of constant change. Still, it's exciting to be part of this hyper-growth journey! Sent them all a Slack message to say hi and welcome them, and then it's time to jump into the daily stand-up to confirm priorities for the day. Our leaders make sure we've got all the information and support we need and check in on us during the day, which is great when you work fully remote - we're still a really connected team.

11.00am

Busy morning with the phones going non-stop - must have taken over 20 calls! Spoke to one patient following up on their order, wanting to know when it would get to them - they were a long-time patient, a little bit anxious. Still, I recognised the name, so I took a deep breath, made sure they could hear the smile in my voice and calmed them down so we could find a solution that worked for them. It felt great when they thanked me for my help at the end of the call - I get a kick out of turning those situations around. Sometimes it can be full-on; working in the pharmaceutical industry requires more professionalism and detail than in other customer support roles I have had. Although knowing I have the support of the Team Leaders to take 5 minutes to decompress or reach out to debrief with one of my colleagues really helps.

Afternoon

3.00pm

Wow, the Patient Navigator Team's inbox was overflowing today, so I jumped in to get through as many Patient enquiries as possible. Everyone is working hard around me to provide an industry-leading Patient experience. I like to do my bit and set individual targets to get a reward. It's the little things that keep you going - hit my record today of Patient problems solved in an hour, so that deserved the choc chip muffin I've had hidden in the fridge! Had to follow up with the Patient Care Team Leads for some info - they are always so helpful - it's such a great team culture here - everyone is focused on patient outcomes. It's motivating to know we're all working towards the same goals*.*

5.00pm

Clocking off time, but there were a few calls banked, so I decided to stay online for an extra 15 minutes so that our patients didn't have to wait until tomorrow to get help. Got tomorrow off as I'm working the Saturday shift this week. We ensure we're available when our patients need us, so my roster covers 7 days a week between 8am and 6pm. As many of our patients have chronic health issues, ensuring they have access to these medications is life-changing for them. Every day I'm blown away by our impact on people at an individual level - I couldn't imagine working elsewhere!

Wish this was your day at work? Are you self-motivated, action-oriented and passionate about ensuring the patient is at the forefront of everything you do? Do you have experience working in a high-volume customer service role and want to work for a company with a purpose? A career with Montu could be just what you're looking for. We're passionate about ensuring that medicinal cannabis is universally available, well understood and integrated into medical practice. If you want to join us on that journey, apply now.

Roster

This is a permanent, full-time position (38 hours) working remotely from home, on a rotating roster, 7 days per week and is open to applicants residing within NSW and VIC.

All applicants must be available to work a rotating roster which will include weekends.

  • Mon - Friday 8am-4pm & Mon - Fri 10am - 6pm
  • Saturday & Sunday 9am - 5pm. (Min once a month)

Mixed healthcare/customer-service experience will be highly regarded.

Benefits

You will be joining a highly motivated dynamic international team, with proven company builders and backers. Your ideas and contribution will be highly valued and directly influence the direction and progress of the business. You will also enjoy:

  • Joining an expanding global company in its exciting growth phase
  • A collaborative, focused and driven culture that rewards high achievers
  • Competitive salary and package
  • Opportunity for remote work
  • Shaping the future of the cannabis industry as it evolves into a multibillion-dollar market

Please note that we will not accept unsolicited CVs from recruitment agencies/third parties, and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent.