Hybrid Patient Experience Specialist

Updoc; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid WFH

Job summary

Updoc is expanding its Customer Experience team in Sydney. The role focuses on guiding patients through support tickets, identifying recurring issues, and improving processes. You will work with doctors, product and engineering to automate repetitive tasks and elevate patient experience.

We value curiosity, collaboration, and a bias for fixing things right. The role offers hybrid work arrangements and a path from CX into product/operations as you grow with the company.

Qualifications

• 1–2 years of customer service experience or equivalent.
• Strong written communication skills and empathy.
• Ability to stay calm under pressure and escalate when needed.
• Everyday use of AI to speed up replies and analysis, not as a substitute for judgement.

Responsibilities

• Be the voice of Updoc, guiding patients via email ticketing to ensure a great experience.
• Identify patterns in tickets and fix root causes to prevent repeats.
• Build scalable CX processes to handle higher volume without compromising service.
• Own and improve CX metrics such as CSAT, NPS, and response times.
• Collaborate with doctors, product, and engineering to automate repetitive tasks.

Skills

Customer service experience

Clear writing

Calm under pressure

AI literacy

Job description

Updoc is expanding its Customer Experience team in Sydney. The role focuses on guiding patients through support tickets, identifying recurring issues, and improving processes. You will work with doctors, product and engineering to automate repetitive tasks and elevate patient experience.

We value curiosity, collaboration, and a bias for fixing things right. The role offers hybrid work arrangements and a path from CX into product/operations as you grow with the company.