Only Female Candidates with excellent communication skill

Role & responsibilities

- Escalation ownership: Act as the primary Line 2 point of contact for complex issues across consult and pharmacy workflows, investigating and resolving them with minimal disruption to service.
- Root-cause resolution: Identify recurring issues, understand the underlying cause and put in place fixes rather than repeatedly firefighting the same problem.
- Enabling Line 1: Work closely with first-line support teams to unblock issues and help build their capability to resolve queries independently.
- Process ownership: Review, update and document operational processes as the business evolves, and support standardisation of workflows across consult and delivery.
- Partner relationship management: Serve as the trusted, professional first point of contact for doctors and pharmacy partners, addressing concerns, queries and feedback promptly.
- Performance reporting: Track key operational metrics such as consult times, delivery SLAs & support team performance and present clear, actionable insights to senior management.
- Solution-oriented escalation: Bring recommended solutions along with any issue raised to leadership, rather than simply reporting the problem.
- Cross-functional contribution: Support ad-hoc projects and process improvement initiatives across the business as priorities require.
- Independent decision-making: Exercise sound judgement and make timely decisions in a rapid-paced, ambiguous environment, without relying on a fixed playbook.
- Outcome accountability: Take ownership of results,



not just process compliance, ensuring the issue is genuinely resolved and the patient experience improved.

Preferred candidate profile

- Prior experience in a start-up environment is preferred, or a strong interest in working within the pace, ambiguity and evolving processes of one.
- A broad operational background is required, i.e. exposure to how different functions of a business connect, rather than experience limited to a single area.
- Strong problem-solving orientation: proactive, resourceful and confident making decisions where the answer is not always obvious.
- Ability to remain calm, composed and effective while working under pressure and managing shifting priorities.
- Excellent command of English - both written and spoken - as the role involves direct communication with patients, doctors and pharmacy partners in Australia.
- A solution-oriented mindset: when an issue is identified, the candidate should be inclined to resolve it, not simply escalate or report it.
- Ability to work independently and manage one's own workload and priorities with minimal supervision.
- A results-driven approach that prioritises the outcome over rigid adherence to process, along with the willingness to flag process gaps constructively.
- Confidence to make decisions, raise concerns where warranted and represent Hola Health professionally in every interaction.

Prior experience working with international or Australian clients and familiarity with the healthcare or service-based operations sector, will be considered an added advantage but is not mandatory.

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