Policy Advisor

4 days ago

Melbourne, Australia Bupa Full time

**Be at the heart of our brave new digital world**

We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do. This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth.

Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make

What’s your role?

The Policy Advisor will to be the SME for any business information or queries relating to policy and rules for health insurance at Bupa, with a focus on ensuring advice provided is customer-centric and in line with the current Private Health Insurance Act (2007), Code of Conduct, and information pertaining to the Fund Rules. This role also involves working closely with the Head of Product Governance to ensure that all policy advice aligns with Bupa's product compliance strategies and governance framework.

This is a dynamic role with a range of responsibilities supporting key deliverables within the Policy team.

**What will my day involve?**
- Supporting the investigation and triage any product queries, providing policy advice. Collaborating with internal teams, including legal, risk, remediation, and operational units, to gather relevant information.
- Policy signatory on behalf of Customer Experience for customer-facing collateral. This includes coordination of feedback from the broader Customer Experience team to ensure information is clear and accurate for customers and adheres to compliance with regulatory requirements, business rules, product information, and policies.
- Decision-making on exceptions to policy rules for individual customer situations (level 3 Customer Solutions) for requests received via the team mailbox, ensuring that the customer experience remains the focus of all decisions.
- Supporting business queries and Knowledge Management policy content feedback and updates via the team mailbox.
- Updating and maintaining Bupa’s product information in privatehealth.gov.au.
- Identifying opportunities for continuous improvement and delivering initiatives to achieve these as appropriate.
- Supporting the compilation of data and regular reporting of Product Governance Team initiatives and activity, including monthly dashboard updates.

**What will I bring?**
- Experience in a relevant complex business environment especially in either health insurance or financial services with direct experience in managing complex policy documentation.
- Experience in leading customer service, complaints resolution, quality assurance or risk management preferred.
- Proven ability in relationship management and managing risk and compliance.
- A track record of achievement and delivery.
- Tertiary education preferred but not required.
- Experience working with legal, risk and compliance.
- Management of the operational impact of policy documentation.
- Strong attention to detail.
- Ability to work cross functionally to delivery benefits for customers.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference. Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva.

Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

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