Continuous Improvement Specialist

Welcome to HotDoc!
Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 11 million active users in Australia.
The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists.
We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.
Role Purpose & Context
At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia by improving the way that patients and doctors communicate. We're passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.
The Continuous Improvement Specialist sits within the Customer Experience (CX) department.
This role is designed to ensure that as we scale our customer operations, we maintain the highest levels of efficiency and quality in our customer service.
The Specialist will focus on harnessing data to identify improvement opportunities, leading or executing on initiatives to enhance operational efficiencies primarily within our service channels, and fostering a culture of Continuous Improvement. By doing so, this role will play a crucial role in ensuring our CX team, primarily its Support team, operates at peak performance, positively impacting our customer satisfaction
Unique value of the role
The Continuous Improvement Specialist brings a unique value to HotDoc by serving as the bridge between data-driven insights and actionable improvements. This role not only focuses on identifying areas for enhancement but also ensures these opportunities are executed effectively, leading to sustainable growth.
Through a blend of analytical prowess, problem solving, a can-do attitude and change management skills, this person will help drive initiatives that significantly improve our operational capabilities and customer service experience so as to retain customers and maintain market share.
Key Accountabilities
Operational Metrics Reporting: Regularly report on key operational metrics using data from our tools and systems to help leaders monitor performance and identify improvement areas.
Efficiency and Process Improvement: Identify potential areas to enhance efficiencies across the customer service team, utilising data and feedback to drive decision-making.
Initiative Rollout: Assist in the successful rollout of agreed-upon initiatives, ensuring they are fully integrated and adopted by the wider business to maximise performance and efficiencies.
Change Management: Lead and facilitate change management activities, supporting the team through transitions to new processes and ways of working.
Training and Coaching: Provide training or coaching to teams on both existing and new processes to ensure operational excellence.
ROI Monitoring: Monitor and report on the return on investment for programs of work, ensuring they deliver tangible benefits.
Process Governance: Assist with the ongoing governance of processes, ensuring the CX team operates to the highest standards.
Continuous Improvement Culture: Promote a culture of Continuous Improvement and data-based decision-making within the organisation.
Required Experience, Capabilities & Skills
Proven track record in quality assurance, Continuous Improvement, or a similar role within a technology or health tech environment.
Experience in customer service or customer experience departments is highly desirable.
Strong ability to lead change management initiatives, with experience in facilitating transitions to new processes and ways of working.
Exceptional analytical skills, with the ability to interpret complex data and translate it into actionable insights.
Excellent communication skills, with experience in training or coaching teams on new processes or improvements.
Solid project management skills, with the ability to oversee initiatives from conception through to successful implementation.
Strong problem-solving skills, with a focus on identifying and executing opportunities for operational improvements.
A passion for promoting a culture of Continuous Improvement and data-based decision-making, with the ability to inspire others to embrace change.
Required Education / Qualifications
Tertiary qualifications in a related field, OR equivalent practical experience
What do our employees love about working for HotDoc?
Our people are at the heart of HotDoc. We are an employee-first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.
All HotDoc staff enjoy the flexibility to work from home and work from our Melbourne HQ when required.
Access to our progressive Health & Wellbeing Program
A generous Learning and Development Budget
Parental leave benefits program including paid baby sleep school, first aid courses and EAP for primary and secondary care givers
Company wide events & activities at our HQ in Melbourne for all remote and hybrid staff to attend several times a year
Private and confidential EAP program for all employees from day one
In house Career and Strengths Coaching tailored specifically to every employee.
HotDoc is a place where you can be you
HotDoc prides itself in being an inclusive and diverse workplace, in fact we celebrate it. If there are any alternative considerations you might require to perform this role or if there is anything we can do to assist you in the application process please let us know here we will do our best to make this a great experience for you.