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Bupa's purpose is helping people live longer, healthier, happier lives. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers. Health insuranMore...
The Customer Relations Specialist will perform internal dispute resolution (IDR) on complaints escalated by customers, stakeholders or Private Health Insurance Ombudsman (PHIO) complaints.
The role will identify root causes of complaints and ensure that these are accurately input into the CRM system and provide coaching and feedback to stakeholders on complaint resolution.
Criteria for selection:
Investigate IDR & PHIO customer complaints within service standards ensuring that customers are kept up to date and actions to resolve complaints are in line with industry leading turnaround times
Implement customer solutions and customer centric outcomes in accordance with Bupa policies and procedures and ensure CRM reflects real-time case progress
Provide verbal and written outcomes to customers in plain English in line with quality and compliance requirements
Proactively work with stakeholders to provide fair outcomes & escalate appropriately to ensure customer impacts can be understood to influence a positive outcome
Provide excellent customer service as measured through quality programs and internal and external feedback
Actively participate in capability activities within the Customer Relations team or internal stakeholders to embed best practice dispute resolution or continuous improvement opportunities
Assist in maintaining and retaining Bupa Australia Health Insurance customers
Other responsibilities as directed by Internal Dispute Resolution Team Leader and Senior Manager, Customer Relations
You will have:
Exceptional verbal communication skills with a focus on empathy, active listening, conflict resolution and objection handling.
Strong dispute resolution to ensure all complaints are resolved quickly, fairly and effectively based on Bupa’s procedures with emphasis on first point resolution and providing fair outcomes
Strong written and letter writing communication skills using plain English to explain customer outcomes
Strong investigative and research skills with a focus on attention to detail including liaising with relevant business units, obtaining and reviewing relevant information, communicating with the customer and undertaking an independent review
Demonstrated ability to deliver a consistent high level of customer service.
A strong commitment and a desire to satisfy customer needs and complaints through providing a solution that balances the needs of the customer and the business
Identify and analyse root cause of complaints, engage stakeholders on recommendations and drive implementation of continuous improvement activities.
Detailed knowledge and application of Bupa policies, standards and processes
Understanding of the Health Insurance industry & PHIO processes
Strong knowledge and computer literacy skills including all Microsoft Applications
Quite simply, we are extraordinary. BUPA are a world leading health & care group with over 23,000 people in Australia and New Zealand and a global presence in 190 countries! We are part of a global family that reinvests its profits to provide better services for our members. We believe this is the only way to truly put customers first.
Our purpose is to help people live longer, healthier and happier lives and everything that we do is for the health and care of our members. We're making a difference in health & care through our leading health insurance, general insurance, modern Dental clinics, Bupa Optical stores, Bupa GP clinics and Therapy hubs and Bupa Medical Visa Services. As well as personalised care at over 72 Bupa Aged Care Homes.
BUPA believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace and we take pride in creating exceptional and meaningful work experiences. With a belief in innovation, we deliver award winning benefits to our employees and encourage involvement within our communities.
Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued - find out more by visiting www.bupa.com.au
Find purpose in your career at Bupa.
To obtain a copy of the Position Description or to discuss this opportunity, please contact Susanne Landolt (Resourcing Partner). To apply, please do so via the 'apply' button above.
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