Outreach Specialist

Montu is Australia's largest healthtech business with a focus on alternative healthcare. Founded in 2019, it supports patients, doctors and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, a non-for-profit advocacy body that advances legislative change across the healthcare landscape. Our mission is to make alternative healthcare more affordable and accessible for the millions who could benefit.

Montu has been recognised as Australia’s fastest-growing tech company in the Deloitte TechFast 50 for two consecutive years (#1 in 2022 and 2023), achieving remarkable revenue growth of 26,000% and 9,000%. Named #1 on LinkedIn’s Top Startups Australia 2024, Montu has cemented its position as the largest business of its kind outside North America and continues to evolve on its journey.

This role is an Australia-based, fully work-from-home position, with access to co-working spaces in Sydney, Melbourne and Brisbane.

The Outreach Specialist plays a pivotal role in enhancing Patient Experience and driving Montu’s success by serving as the proactive voice of the call centre. They are responsible for inbound and outbound patient engagement via phone and digital channels, providing essential support and information to key patient segments. The Outreach Specialist ensures a seamless patient journey by proactively addressing concerns, guiding patients through processes, and managing escalations.

Key Responsibilities

Patient Service & Engagement:

• Participate in both outbound patient outreach and inbound patient calls as required, ensuring timely and meaningful engagement.
• Identify patient needs by clarifying information, addressing concerns, and guiding them to appropriate resources or next steps, including escalation to the clinical team when necessary.
• Manage complaint resolution and patient retention, demonstrating an empathetic, solution-focused approach with a strong emphasis on patient success.
• Ensure patient satisfaction remains at the core of every decision and behaviour.

Patient Case Coordination & Support:

• Take ownership of complex issues such as escalated and ongoing patient cases, ensuring clear communication, structured follow-ups, and timely resolution.
• Act as a central point of contact for patients requiring additional support due to medical, logistical, or administrative complexities.
• Proactively coordinate with internal teams (clinical, operations, pharmacy) and external stakeholders to resolve inquiries efficiently.
• Ensure all actions taken align with a holistic approach to patient care, reducing friction in the patient journey.

Patient Experience Support:

• Coordinate and ensure orders are directed to the appropriate teams for processing.
• Conduct proactive outreach based on CSAT and NPS feedback, as well as welcome calls for new patients to ensure a smooth onboarding experience.
• Proactively manage complex orders, inquiries, and technical issues, ensuring clear communication and resolution.
• Manage frequent callers including vulnerable patients, and work to resolve their concerns.
• Contact patients flagged for dissatisfaction through patient satisfaction surveys (e.g., CSAT, NPS) and
  work to resolve their concerns or complaints.
• Act as a liaison between internal clinical and operational teams, external pharmacies, clinics, suppliers, and other key stakeholders to resolve patient inquiries efficiently.
• Provide support and training for Patient Experience Specialists in required areas as directed.
• Identify and escalate priority issues affecting service delivery to ensure continuous improvement.
• Provide support on additional tasks and projects assigned by leadership.

Continuous Improvement & Collaboration:

• Work closely with the Outreach Lead and team members to optimise workflows, streamline processes, and enhance departmental performance.
• Provide insights and recommendations based on patient interactions to improve service delivery and patient experience.
• Staying up-to-date with trend data on retention and complaint trends.

Administrative & Operational Support:

• Maintain accurate and up-to-date patient records across interconnected database systems.
• Support clinical and operational administrative tasks, including document and process management, ensuring a high level of organisation and attention to detail.
• Assist with internal administrative duties that directly impact patient satisfaction and operational efficiency.

Patient Success:

• Onboarding Guidance: Welcome new patients with clear, friendly communication that outlines what to expect, how to access support, and where to go for medical questions.
• Treatment Journey Coordination: Help patients stay on track with their treatment plan by coordinating reminders, clarifying non-clinical steps (e.g., appointment scheduling, document submissions), and ensuring continuity of service.
• Order Support: Monitor and manage the status of patient orders, following up on delays or issues and working with pharmacy and operations teams to ensure timely fulfilment.
• Non-Clinical Education & Empowerment: Share helpful information about the process and platform -such as how to reorder, how to self serve, or what to expect after a consultation or an order - always directing clinical questions to qualified professionals.
• Follow-Ups & Lifecycle Touchpoints: Conduct timely check-ins with patients following key events (e.g., first order, changes to their account) to ensure they’re supported and to reduce drop-off or confusion.
• Issue Prevention & Escalation: Proactively identify potential barriers (e.g., repeated missed calls, unresolved order issues), and escalate concerns to internal stakeholders before they impact care.
• Success Metrics Contribution: Support improvements in patient retention, order completion rates, and
  overall experience through responsive, consistent, and coordinated assistance.

Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs):

• Consistently deliver on individual and departmental OKRs and KPIs, as set by leadership.
• Track and report on key metrics to assess performance, patient engagement, and service quality.
• Maintain high Quality and CSAT (Customer Satisfaction) scores in all interactions.

• Previous experience with high volume customer queries and resolutions.
• Previous experience in a call-centre environment is not essential but will be highly advantageous.
• Demonstrated client service focus with a warm telephone manner and the ability to ask effective questions and demonstrate active listening techniques.
• Strong written and verbal communication skills
• Ability to multi-task, set priorities and manage own time effectively in a dynamic, fast-paced environment.
• Strong problem-solving skills, with the ability to address complex issues and find practical solutions
• Demonstrated success in managing customer relationships through strong communication and process management.
• The ability to take ownership for effectively problem solving patient issues in a time-appropriate manner.
• Thorough organisational skills - ability to manage your daily administrative workload whilst taking calls, responding to emails and ensuring accuracy of administrative tasks.
• High level IT skills with the ability to learn multiple new systems quickly.
• Strong focus on teamwork with a collaborative nature and demonstrated ability to work in cross-functional teams, co-ordinating activities to enhance the performance of the business.

You'll be joining a high-performing, fast-paced team where your work drives meaningful impact in a leading tech company at the intersection of healthcare. We take pride in our driven and results-focused culture, where ambitious individuals can push the boundaries of innovation and contribute to better outcomes for Australians.

Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.