Provider Services Consultant

3 days ago

Melbourne, Australia Australian Unity Full time

**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**

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
- 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

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