Process Lead - PTX

Essential Duties

Team Leadership & Oversight

• Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback.
• Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met.
• Foster a culture of empathy, professionalism, and patient-centric service.
  
  

• Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems.
• Ensure accurate case management and timely resolution of patient inquiries and complaints.
• Manage escalated issues and coordinate with clinical and operational teams for resolution.
  
  

• Monitor team performance against KPIs and prepare regular reports for management.
• Provide insights into patient satisfaction, complaint resolution, and service quality.
• Recommend strategies to improve retention and loyalty.
  
  

• Champion a customer-first culture, ensuring patient satisfaction is prioritised in every interaction.
• Analyse feedback and service data to identify trends and implement improvements.
• Build and maintain strong relationships with patients, suppliers, and internal stakeholders.
  
  

• Identify inefficiencies in workflows and recommend enhancements to improve patient experience.
• Support implementation of new systems, tools, and processes to enhance service delivery.
  
  

• Comply and understand the requirements and your responsibilities in relation to the companies Occupational Health, Safety and Environmental policy.
• Responsible for ensuring the workplace is safe and any areas of concern are escalated to the OH&S representative within Canon immediately.
• Contribute to Canon’s environmental strategy and objective.
• Responsible for working within the OH&S and environmental guidelines and policies provided by Canon and Client
• Responsible for supporting the company in ensuring a healthy and safe environment to work in.
• Strict observance of the Information Security set of policies, which may include, but are not limited to, taking mandatory InfoSec courses, and preventing and reporting security events.
• Responsible for following all controls in place to protect sensitive information.
• Observe compliance to Canon's Quality policy and document management standards.
  
  

• Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field.
• Minimum 4–5 years of experience in patient/customer service, with at least 2 years in a leadership role.
• Strong background in managing omnichannel communications (phone, email, live chat/messaging).
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency in Microsoft Office applications and CRM/ticketing systems.
• Demonstrated ability to lead teams, manage performance, and drive continuous improvement.
• Amenable to onsite work and flexible shifts.