Provider Services Consultant - Private Health Insurance

What Makes Us, Us

We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees Real Wellbeing so that they can better support our members’ and customers’ wellbeing journey. 

At Australian Unity We’re for real wellbeing. For us, real wellbeing means so much more than physical health. It’s about your standard of living, your personal relationships and being connected to your community. It’s about what you want to achieve in life, while having the security to get out and do what makes you happy.

We’re bold, warm and honest. We make a real difference to people’s wellbeing.

About our Opportunity

Reporting to the Provider Services Team Leader, the Provider Services Specialist will assist in managing hospitals and providers’ contacts for Australian Unity health members/customers including emails and phone communications.

The Provider Services Consultant needs to be able to work proactively with their peers, management and members to deliver and promote a positive customer experience and staff engagement while embracing Australian Unity’s values of bold, warm and honest.

Key Responsibilities Include:

• Provide high quality support to AU Providers in accordance with Australian Unity (AU) fund rules, following correct procedures and within service level agreements
• Connects with providers through empathic listening, asking open questions to provide a platform for providers to engage and delivering a humanistic two-way conversation
• Customer centric, placing our customers at the heart of everything we do
• First point resolution of all call and e-mail enquiries, where possible
• Follows correct escalation pathways and stays within delegation limits
• Adhere to QA criteria with reference to call quality to ensure a positive customer experience
• Contributing to process and procedure improvements

About You:

• Previous experience in Private Health Insurance or as an SME within a Health Insurance Operations environment
• Previous experience as a contact centre/provider services agent
• Demonstrated ability to deliver a high accurate positive level of customer service
• Demonstrated ability to work in a team environment
• Demonstrated ability to deliver on individual key performance indicators/ goals
• Basic proficiency in MS Office (Word, Outlook) and learning of computer systems

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary & variable compensation
• Enjoy additional yearly Well-Being and Community leave days
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Where to from here?

Please contact Richard Maher, Talent Acquisition Practice Lead, for a confidential discussion or more details – rimaher@australianunity.com.au.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.