Jacy Doak

I have been with TUH Health Fund for two years, during which time I have experienced both professional and personal growth.

Throughout my tenure, I have supported the leadership team in the contact centre through various secondments, where I gained hands-on experience that includes:

• Managing staff
• Addressing customer complaints
• Collaborating with other teams across the organisation

Additionally, I had the opportunity to second into the role of Health Information Officer, which allowed me to develop valuable skills in Excel, Power BI, and other systems. This role also helped me enhance my investigative abilities, critical thinking, and written communication.

In my day-to-day role in the contact centre, I am responsible for:

• Handling customer inquiries and suggestions in a courteous and professional manner.
• Promoting products and services through targeted information and sales strategies to drive membership growth and retention.
• Managing inquiries through the e5 system to help meet team KPIs.
• Documenting clear and accurate notes in e5 and Hambs.

Through these experiences, I've built a strong foundation in customer service, team collaboration, and data management, all while contributing to the overall success of the contact centre.

• Provided continuous quality review and spearheaded procedures and processes for program improvement.
• Supervised a team of 11+
• Ensured data quality standards are being met across the team constantly
• Maintaining contact with Mater's contracts to ensure the criteria are being met.
• Training all new and current staff.
• Printing and processing 300+ referrals each day.
• Making and joining meetings to find and encourage growth opportunities in the referral and management centre.

• Reached and exceeded a high KPI while still ensuring data quality was consistent.
• Assessed and allocated 250+ referrals to the correct specialty each day.
• Maintained, updated, and ensured patients' personal information is current and accurate.