Anupam Chand (Anu)
Pallara,Australia
Summary
Versatile and detail-oriented professional with experience in HR coordination, recruitment, workforce planning and case management. Skilled in managing processes, stakeholder relationships, and compliance. Adept at handling high-volume inquiries, resolving complex issues, and delivering exceptional service. Highly organised with the ability to balance multiple priorities while ensuring accuracy and adherence to policies. Passionate about optimising operations and contributing to a positive workplace culture.
Overview
13
13
years of professional experience
Work History
Regional Partnership Coordinator
BUPA (ADF Health Services)
07.2024 - Current
- Coordinate planned and unplanned leave management for all regions
- Submit requests for contract & work pattern changes
- Use various HR systems including Dimensions, Workday and Service Now
- Generate reporting for Bupa and Australian Defence Force (ADF) Health Centre management
- Coordinate locum placements for leave and core vacancy backfill, travel requirements and expense reimbursements
- Organise and schedule weekly meetings with the ADF Regional Partnership Coordinators
- Identify and implement process improvements to increase effectiveness of key tasks
- Provide backfill support across the Service Delivery Operations Team
- Various operational tasks
Network Partnership Recruitment Lead
BUPA (ADF Health Services)
03.2023 - 07.2024
- Source, engage and negotiate Provider rates to ensure a sufficient network of Providers that will support the provision of heath care services to ADF members
- Use various systems such as Microsoft Dynamics and Power BI to identify network insufficiencies
- Develop and maintain reports to share meaningful data insights
- Support the development and continuous improvement of monthly and quarterly KPI reporting and insights within the defined accountability of the role
- Ensure a seamless end-to-end recruitment and onboarding experience for providers interested in delivering services in accordance with terms and conditions of the ADF Health Services Contract (ADFHSC)
- Promote the use of iRBS (Bupa's intelligent Referral and Booking System) to facilitate timely delivery of clinical reporting and payment of invoices
- Use a variety of sources such as local networks, online platforms/resources, and in-depth analysis of industry and organisational data to identify potential providers wanting to join the Bupa network
- Conduct recruitment processes that deliver consistent, high quality recruitment outcomes (for example: approval, selection, negotiation and offer)
- Work closely with a variety of ADFHSC team members and other internal customers to ensure these recruitment processes are known, respected, and utilised
- Provide and maintain a high level of customer service and account management to providers
- Ensure effective communication channels within the area of responsibility are maintained
- Monitor recruitment activities, performance measures and other network optimisation activities
- Maintain knowledge of contemporary HR and recruiting trends and apply as appropriate in both Australia and abroad as required
- Assist with other recruitment related projects on an ad-hoc basis
Digital Advisor
Bupa Health Insurance
07.2022 - 03.2023
- Use various systems such as Cyclops, BOSS and Microsoft Dynamics (Apollo)
- Effectively resolve customer questions and objections
- Answering multiple customer queries through both online live chat and emails
- Identify and confirm the value of members existing policies and provide solutions to address member cover shortfall
- Take ownership and accountability for each customer interaction to ensure continued customer satisfaction
- Use internal databases such as Know-it to resolve queries
- Multitask and handle multiple enquiries at once
- Ensure compliance with Bupa legislations and privacy policies
- Contribute and lead a positive customer culture, embracing and acting on customer feedback to improve the conversations
- Contribute and lead the improvement of educating and empowering customers to support digital experiences and enablement
Claims Manager
Australian Retirement Trust (QSuper)
01.2022 - 06.2022
- Manage a caseload of life, disability insurance and income protection claims and implement proactive claims management strategies to assist the member in returning to work
- Assess claims for the benefit entitlement by reviewing contractual, medical, functional, and occupational information
- Conduct functional telephone interviews to obtain information
- Develop and maintain outcome focused case management plans in collaboration with employers to assist members return to work
- Engage members and other stakeholders through open and respectful communication
- Work collaboratively with members, employers, health care professionals and other key stakeholders to obtain information, provide claim updates, create collaborate action plans and provide verbal and written decisions while maintaining confidentiality and privacy
- Prioritise work items to meet member service expectations and QSuper best practice guidelines
- Deliver written communications in line with the Holistic approach
- Seek to amicably resolve issues relating to claims decisions, including decisions to deny claims, and providing easy to understand explanations
- Accurately complete and validate claims ensuring that they are in accordance with the claims strategy and are accurately recorded
- Undertake administrative tasks relating to your caseload of claims
- Contribute to a dynamic work environment by identifying opportunities to improve processes and positively impact member service delivery and operational efficiencies
- Ensure compliance with relevant Australian Retirement Trust policy and statutory guidelines and standards
Senior Insolvency Service Officer
Australian Financial Security Authority
11.2014 - 01.2022
- Investigate and manage allocated bankruptcy estates through to completion
- Use various systems such as Info-track, Equifax and PPSR to gather information
- Assess, approve, and issue applications in accordance with legislation, established operational practices, policies and procedures
- Problem solve and provide recommendations on the administration of the bankrupt estate
- Be the first point of contact for bankrupts and all stakeholders
- Answer calls professionally and respond to customer inquiries
Unclaimed Monies Officer
Australian Securities and Investments Commission
04.2013 - 12.2013
- Process unclaimed monies receipts with respect to the Corporations Act, Life Insurance Act and Banking Act
- Process Life Insurance claims
- Input claims and receipts into an Oracle Enterprise Taxation Management System
- Prepare phone roster and leave roster
Registration Officer
Australian Securities and Investments Commission
04.2012 - 04.2013
- Register reports of misconduct, general enquires and phone enquires
- Research information using systems like Mainframe, Lotus Notes and Siebel
- Handle general inquiries from the public and other bodies regarding ASIC's administrative functions and unclaimed monies matters
- Liaise with external administrators regarding ASIC's procedures for lodgement of reports
Education
Bachelor of Business - Human Resource Management
Queensland University of Technology
12.2009
Certificate III & IV - Information Technology
Moreton Institute of TAFE
12.2003
Timeline
Regional Partnership Coordinator
BUPA (ADF Health Services)
07.2024 - Current
Network Partnership Recruitment Lead
BUPA (ADF Health Services)
03.2023 - 07.2024
Digital Advisor
Bupa Health Insurance
07.2022 - 03.2023
Claims Manager
Australian Retirement Trust (QSuper)
01.2022 - 06.2022
Senior Insolvency Service Officer
Australian Financial Security Authority
11.2014 - 01.2022
Unclaimed Monies Officer
Australian Securities and Investments Commission
04.2013 - 12.2013
Registration Officer
Australian Securities and Investments Commission
04.2012 - 04.2013
Bachelor of Business - Human Resource Management
Queensland University of Technology
Certificate III & IV - Information Technology
Moreton Institute of TAFE