Hybrid Scheduler - Customer Care & Support

Brightwater Care Group Ltd.; City Of Mandurah; On-site; AUD 65,000 - 85,000; Full time

Job summary

A healthcare organization in Western Australia is looking for an experienced professional to manage processing of Hospital and Home Patient orders efficiently. Candidates should have over three years of operational experience and possess strong communication and problem-solving skills. Key responsibilities include managing patient orders, liaising with stakeholders, and providing analytics on operational KPIs. This role offers an opportunity to play a vital part in delivering superior service to clients.

Qualifications

• 3+ years operational experience in a similar environment.
• Ability to foster relationships with cross functional partners.
• Strong communication and verbal skills.

Responsibilities

• Process Hospital and Home Patient orders for delivery.
• Make outbound and receive inbound phone calls.
• Ensure priority meets business requirements.

Skills

Operational experience

Team player

Commercial acumen

Communication skills

Problem-solving skills

Interpersonal skills

SAP experience

Microsoft Excel

Job description

Qualifications

• 3+ years operational experience in a similar environment
• Ability to be an authentic team player
• Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency)
• Strong commercial acumen
• Able to foster relationships with cross functional partners
• Strong communication and verbal skills
• Excellent problem-solving skills
• Dedicated in providing superior service to respective stakeholders
• Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills
• Ability to work under pressure and manage conflicting priorities
• SAP experience preferred.
• Intermediate skills in MS Excel, Word and PowerPoint.

Key Responsibilities

• Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery.
• Making outbound phone calls and receiving inbound phone calls.
• Creation and setup of new patients
• Identify and articulate any process operational improvement initiatives.
• Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible.
• Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders.
• Review and investigate customer complaints on a periodic basis.
• Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access.
• Liaise with the new starters as a ‘buddy’ to make the onboarding process smoother for the new employee.
• Escalate and discuss with CC ANZ Manager for escalations.
• Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders.
• Effectively communicate with internal and external stakeholders regarding issues impacting customers.
• Support team members to perform operational duties during their absence

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