Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Affiliations
Timeline
Generic

Kianna Wrightson

Mount Nasura

Summary

Dedicated professional advisor with a strong commitment to delivering actionable insights and fostering collaborative environments. Extensive experience in strategic planning and conflict resolution, ensuring impactful contributions to team success. Recognised for adaptability and results-driven approach, excelling in problem-solving and relationship management among key stakeholders both internally and externally to an organisation.

Overview

4
4
years of professional experience

Work History

Senior Member Advisor

HBF Health Fund
02.2025 - Current
  • Led skills-based coaching of Case Specialists in complaint management to ensure consistency in application of best practise, fostering a culture of excellence and accountability within the team.
  • Evaluated performance metrics regularly to identify gaps in service delivery and recommend corrective actions when necessary.
  • Analysed Member feedback to identify trends and areas for improvement, reporting findings into various stakeholders throughout the business to drive continuous improvement and ensure adherence to policy and legislation.
  • Regularly undertake various process improvement initiatives including reviewing and re-writing internal processes relating to consumer complaints to ensure ongoing accuracy, creating guidelines for quality assurance in complaint management, and enhancing quality assurance tools relevant to complaint management.
  • Worked closely with Risk team in various incidents and issues raised, ensuring impacts are understood to allow for holistic resolution.
  • Acted as decision point for internal and external dispute matters within a high financial/decision making delegation, as well as creating case documents for review by senior leaders where decisions fell outside of my own delegated authority for consideration.
  • Led and managed Internal Dispute Resolution process unique to business, including creating complex reports reviewable by Senior Leaders which are vital in ensuring consistency in decision making process for complaints raised on compassionate grounds.
  • Worked closely with Privacy team in complex privacy complaints including access to information under the Privacy Act.
  • Served as the escalation point for complex and critical issues, acting as a subject matter expert on various projects.
  • Acted as liaison with the Private Health Insurance Ombudsman on externally raised complaints, ensuring thorough investigation and providing key overview on dispute matters for their review.

Senior Case Specialist

HBF Health Fund
06.2022 - 01.2025
  • Mentor and support Case Specialists, including providing ongoing skills based coaching, to ensure consistency in complaint approach and decision making.
  • Managed complex and highly-sensitive Member complaints that required a higher level of skill and dispute resolution.
  • Proactively identify areas for process enhancement and recommend improvements to streamline process and Member experience as well as ensuring compliance under key obligations.
  • Engage with various stakeholders, from inter-division to executive level, to effectively communicate issues and key complaint themes and collaborate on solutions that align with the organisation's objectives.
  • Collaborate with cross-functional teams to address challenging issues and implement long-term fixes to prevent similar occurrences.
  • Manage workload of the team by ensuring complaints are actioned within required timeframes, delegating out urgent tasks and Ombudsman cases.
  • Assisted in creating and implementing various internal policies and standards, including the delegated authority in complaint resolution standard.
  • Managed various reports including both those representing key themes in complaints shared with the wider business, and those reported into the executive suite and board. This included attending executive meetings to present reports on themes on a quarterly basis.

Head of Member Advocacy and Relations (Seconded)

HBF Health Fund
08.2023 - 04.2024
  • Implemented technology solutions and workflow enhancements to streamline complaint handling processes, increase efficiency, and enhance the overall member experience.
  • Managed a high performing complaint specialist team, resulting in 6 consecutive quarters of lowest complaints to market share ratio amongst major competitors with the Private Health Insurance Ombudsman.
  • Collaborated with divisions across the business to address systemic issues identified through complaints, implementing corrective actions to improve service delivery and prevent recurring complaints.
  • Conducted regular training sessions and performance evaluations for case specialists to enhance their complaint handling abilities and promote complaint best practise.
  • Established and maintained strong relationships with key stakeholders, including regulatory bodies to uphold compliance standards and facilitate efficient complaint resolution processes.
  • Developed and implemented complaint management strategies to proactively identify and address potential issues, resulting in a reduction in externally escalated complaints and improved customer satisfaction.
  • Prepared and presented comprehensive reports on complaint trends, outcomes and potential risks for the executive team and board members, highlighting areas for improvement and driving strategic decision-making.

Case Specialist

HBF Health Fund
10.2021 - 06.2022
  • Participated in ongoing professional development opportunities to stay current on industry trends and best practices in case management.
  • Managed a high volume of complex Member complaints, often relating to health requirements, ensuring consistent use of best practices in industry and fair and consistent outcomes.
  • Established strong relationships with Members through out case management, balancing advocating for best outcomes while considering fairness and equitability amongst the wider Member base.
  • Collaborated with multiple departments for efficient coordination and optimal case outcomes.
  • Enhanced team collaboration with regular communication, sharing of resources, and support for colleagues.
  • Leveraged strong analytical skills to identify patterns or trends within complex data sets that informed decision-making processes during case resolutions.

Education

Certificate 3 - financial services

Australian College of Commerce & Management

Tier 2 Accreditation - undefined

Australian College of Commerce & Management

Step In program - undefined

Australian Institute of Management

Skills

  • Relationship management
  • Performance analysis
  • Teamwork and collaboration
  • Complex problem-solving
  • Ability to review and interpret various legislation
  • Critical thinking
  • Leadership

Accomplishments

  • 2023 team Constellation Acheivement Award- SOCAP Australia
  • 2023 runner-up Rising Star Award- SOCAP Australia



Awards

Runner-up Rising Star Award- SOCAP, Stellar Achievement Award- SOCAP

Affiliations

  • SOCAP Member

Timeline

Senior Member Advisor

HBF Health Fund
02.2025 - Current

Head of Member Advocacy and Relations (Seconded)

HBF Health Fund
08.2023 - 04.2024

Senior Case Specialist

HBF Health Fund
06.2022 - 01.2025

Case Specialist

HBF Health Fund
10.2021 - 06.2022

Tier 2 Accreditation - undefined

Australian College of Commerce & Management

Step In program - undefined

Australian Institute of Management

Certificate 3 - financial services

Australian College of Commerce & Management

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