Julie Coburn
Brisbane
Summary
Versatile Support Specialist skilled handling data, technical issues and member support tasks. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 17 years of experience in the Private Health Insurance industry.
Overview
17
17
years of professional experience
Work History
Corporate & Third Party Support Specialist
HBF Health Fund
07.2022 - Current
- Enhanced member satisfaction by promptly addressing concerns and providing accurate information.
- Responsible for responding to corporate member's emails via the Corporate Health Inbox.
- Assist with internal calls on the corporate support line.
- Maintained detailed records of member interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and member satisfaction levels.
- Updated account information to maintain member records.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
Operations Support Specialist
CUA Health/HBF
11.2020 - 07.2022
- Deliver DCL to approx 41,000 members only 10 weeks after change of ownership from CUA Health to HBF
- Project delivered pre Christmas with staff training and communications complete in addition to creating of new processes to support delivery of payment and member queries
- Support areas of the business as required to ensure SLA's are able to be maintained and reducing member complaints
- Handle and respond to PHIO complaints within industry level standard
- Keeping compliance modules up to date on completion and raising Protecht incidences as required and see through to closure
- Subject matter expert for projects and activities impacting operational processes - successful implementation of new processes or new processes required (ie Disaster Relief Package for flood victims, financial hardship process during COVID outbreaks)
- Invoicing and point of contact for our corporate members
- Responsible for assisting finance with variances that arise from account reconciliations.
Senior Operations Support Officer
CUA Health
02.2019 - 11.2020
- Worked with cross-functional departments to identify process enhancements, improving platform performance
- Improved upon existing processes, developing innovative approaches
- Accountable for creating a culture of exceptional service, team work, commitment to excellence and a professional ethic that enables the achievement of team and organisational objectives
- Accountable for the day-to-day operations of my team, including meeting service standards, communication, providing ongoing team direction, coaching and mentoring to direct reports
- Responsible for all aspects of people management of my team including the recruitment and on-boarding, day to day performance and behaviours
- Recommend new and review existing service delivery benchmarks to lift and drive the performance of the team
- Investigate opportunities for operational improvements in performance, including benchmarks, service delivery turnaround, productivity and unit cost
- Manage and implement a prudent risk management approach in all aspects of my team
- Report and record all risks, hazards and incidents in line the Risk Management framework and our Risk Appetite Statement.
Operations Support Officer
CUA Health
04.2007 - 02.2019
- Respond to emails from members and stakeholders and act as a first contact resolution for operational tasks
- Processing of the invoicing and point of contact for current Corporate business
- Assist Customer Service Team with complex enquiries
- Action cancellation/transfer requests
- Process new member applications
- Process existing member's change to policy requests
- Support finance team with variances that arise from account reconciliations
- First point of contact for PHIO complaints.
Education
Glenala State High School
Brisbane, QLD12.1998
Skills
- Customer Service
- Conflict Resolution
- Team Management
- Supervision & Leadership
- Computer Skills
- Friendly, Positive Attitude
- Critical Thinking
- Training & Development
- Reliable & Trustworthy
- Microsoft Office
- Attention to Detail
- Effective Communication
Timeline
Corporate & Third Party Support Specialist
HBF Health Fund
07.2022 - Current
Operations Support Specialist
CUA Health/HBF
11.2020 - 07.2022
Senior Operations Support Officer
CUA Health
02.2019 - 11.2020
Operations Support Officer
CUA Health
04.2007 - 02.2019
Glenala State High School
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