Invoice Escalations Consultant

We currently have two roles available to join our amazing Invoice Escalations team within our ADF Health Services Contract;
**one permanent, full time** newly created position and
**one 12-month maternity leave, fixed term contract.** This is a
** hybrid work from home role **based from our Melbourne CBD office, the team are currently working from the office one day a week on Tuesdays.

You will be responsible for answering calls that come through via the Invoice Escalations phone line and delivering excellent customer service as well as administration and processing tasks while ensuring all invoices are processed in accordance with provider contracts, industry body rules. As such, this role involves adherence to the quality framework.

**How will I help?**

Key accountabilities include but are not limited to:

- Answering inbound calls via the Invoice Escalation phone line and providing excellent customer service
- End to end analysis of escalated invoices (including but not limited to processing, rejecting, adjustment of invoice)
- Investigating payment enquires and coordinates with stakeholders for a resolution.
- Actively participating as a team player to strive towards the overall performance of the Invoicing team
- Providing feedback to management on process improvements
- Attending and participating in team meetings, coaching sessions, training and one on ones

**What do I need?**
- Previous experience in a phone-based customer service role such as within a call centre or similar
- Experience working in a fast paced, high-volume environment
- Experience within administration
- Strong customer service skills and business acumen
- Ability to build and maintain relationships both with internal and external stakeholders.
- Exceptional interpersonal and communication skills
- **You must be an Australian citizen and be able to attain and maintain a baseline security clearance from the Defence security and vetting service.**

**Why work for us?**

Our Invoice Escalations Team are passionate, dedicated and we really care about the work we do. Our team culture is known for being open, honest and collaborative, with our customers at the centre of everything we do. We’re not an ordinary team, and we’re not looking for an ordinary team member.

As a Bupa employee you’ll enjoy all the benefits of working with Bupa in Australia, including:

- Flexibility of working from home and the office - the work life balance you crave
- Comprehensive training and ongoing development - we say it because we actually do it
- Internal career progression opportunities
- Competitive salary + Bupa benefits including significant product and service discounts
- Regular team meetings and celebrations of success

**About Bupa**

Bupa is an international healthcare group which has a purpose to deliver longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa assists more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.

ADF Health Services Contract provides integrated and seamless end-to-end health support to 85,000 Australia Defence Force (ADF) personnel across 59 facilities. This includes integrated workforce providing health services such as primary and occupational healthcare, dental, physiotherapy, mental health and psychology services, pharmacy, occupational rehabilitation, and health administration. As well pathology, imaging and radiology, vocational rehabilitation, mental health, hospital, specialist, allied health, patient transport and other off base services enabled by Bupa systems.

As part of the ADF HS, Bupa also provide health support to the Department of Veterans’ Affairs (DVA). This includes but is not limited to; providing a national network of Bupa health professionals to provide clinical advice, communication, and quality assurance activities to DVA Health and Compensation branches, as well as health assessment and mental health services to Veterans. Additionally, Bupa also provide a Veterans & Families Counselling service for veterans and their families through the Open Arms programme.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued.

Bupa employ more than 80,000 people globally and 22,000 across Australia and New Zealand. Wherever you work, one thing stands out about Bupa people. Our customers are our passion - they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences.