Customer Care Consultant – Medibank

Will you actively create a healthier future for tomorrow?

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

About CareComplete

CareComplete provides benefits at both an individual and community level—helping Australian’s improve their health and avoid preventable hospital admissions and taking pressure off the healthcare system. Learn more about our innovative suite of programs and opportunities by clicking here: CareComplete

The Opportunity

As our Customer Care Consultant for CareComplete you will proactively engage potential program participants in WA on the phone, explaining the details or the CarePoint program and completing enrolments.

You will be the reassuring voice on the end of the phone checking in on CareComplete program participants, reviewing their progress, helping them stick to their health goals and seek support for them when and where they need it.

Here’s a bit more about what you will be doing:

• • Conduct outbound calls to participants to enrol and/or review progress in the program and managing the inbound phone lines;
  • Provide quality customer service to callers whilst adhering to program specific guidelines;
  • Complete admin and follow up tasks such as booking appointments, procuring service providers and sending collateral;
  • Appropriately manage participant complaints escalate them for resolution in a timely manner; and
  • Work towards all KPIs and targets to ensure a quality experience for the participants and overall for success for the team and the programs.

We have several part time (0.6 FTE) and full time, positions available. These positions will initially July 2022 but may extend for longer or go permanent. Shifts will be scheduled across the hours of 10 am – 6.00 pm WST Monday to Friday.

This role will commence on the 16th August with Virtual training.

This is a Work from Home role which require you to have fast, reliable internet and appropriate work space to ensure privacy whilst working.

About You

People will have described you as someone who is highly motivated and passionate about customer service and health outcomes of others.

You will have prior experience in a customer service, bookings or call centre environment, with the ability to confidently engage over the phone, clearly explaining features and benefits of the program and sensitively and respectfully navigating objections or concerns.

Your resilience, excellent communication skills, flexibility and ability to adapt to different environments will set you up for success in this role, as will your high attention to detail which helps you effectively prioritise your work.

You are computer-savvy and IT literate, comfortable in navigating across multiple systems, including the Microsoft suite or other programs.

A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.