HotDoc’s mission is to improve the health care experience for everyone in Australia—already more than half of Australia’s GPs and 1 in 4 Australians use the platform. Our technology helps better connect patients and doctors by making interactions between both parties accessible and easy across the entire patient journey, from bookings through to post-appointment follow-ups. Now we’re going one step further, developing products aimed at proactively improving patient outcomes by encouraging patients to play a more leading role in the management of their own health.
We are looking to hire someone who genuinely cares about delivering a great customer experience.
The Customer Advocates and Support teams unique contribution to HotDoc is to provide clinics and patients with world class, low friction service for technical issues and one touch ‘How-To’ enquiries.
The efficiency and troubleshooting skills of the HotDoc Support team has since become a selling point of the product. A Customer Advocate is responsible for meeting the benchmark of the technical support that HotDoc is now known to provide, so as to continue to drive sales, trust and customer loyalty.
This will be a 6 month fixed term contract with the possibility for an extension of another 6 months.
You will work directly with all facets of our customer base, supporting the needs of our clinic users, HotDoc’s patient users and the IT teams for medium to large Enterprise accounts. You will be responsible for answering enquiries primarily via email and phone. You will proactively create and upkeep content to make sure that HotDoc customers are given the tools to succeed independently and self service where possible.
You will also collaborate with teams such as Product and wider CX, to highlight any issues that may be negatively impacting our customers, communicate any churn risks and prioritise what case needs more urgent attention.
If you'd like to find out more about the team and what we do, check out our recent blog post!
HotDoc puts its money where its mouth is and has created a free in-house health and wellbeing program.
This is all accessible as part of our Troop program where every team member gets the know-how and support to set meaningful physical and mental wellbeing goals, and the resources to stay engaged and on track.
Troop makes health and wellbeing accessible by providing gym and fitness subsidies, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.
To support mental wellbeing we have a mindfulness & meditation program subsidy, our own in-house ‘Present’ sessions to explore ideas that enhance emotional intelligence and access to a dedicated clinical psychologist through our Employee Assistance Program.
Now that COVID has settled down, we work a mix of at home and at our Melbourne CBD office. You’ll be invited to many events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. You can also expect:
We completed a Census in 2020 which was a first for HotDoc but is the first step to transparently report on diversity data gathered annually from all employees.
It’s our goal to celebrate the diversity of the workforce we have now, and to acknowledge areas where we know we can improve.
We welcome applications of all types, and from all backgrounds. If you would like to find out more about our Census results and how we celebrate diversity, please click here.
If you think you have the skills required, please submit a cover letter and an up-to-date CV.