Rebecca Hoban
Caroline Springs
Summary
Experienced and relationship-driven Corporate Senior Client Advisor with a strong background in managing both brokered and direct portfolios in the health insurance industry. Skilled in stakeholder engagement, strategic account management, renewals, and cross-functional collaboration. Recognised for clear communication, commercial insight, and a client-first mindset. Previous experience as the claims Team Leader for GU Health, managing a team of high-performing employees.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Corporate Client Advisor
GU Health Corporate
07.2024 - Current
- Lead strategic portfolio management for a range of direct and brokered corporate health clients, including Direct Mining and the Willis brokered portfolio.
- Build and maintain strong relationships with key stakeholders, including brokers and corporate clients, to drive engagement and retention.
- Oversee end-to-end group renewals, pricing strategy, and performance reviews, ensuring alignment with financial goals and client expectations.
- Collaborate across internal teams (Commercial, Clinical, Marketing, Operations) to support group launches, communications, and client initiatives.
- Deliver tailored client reporting and insights to support proactive portfolio performance management.
- Utilise Salesforce to maintain accurate records of client engagement, interactions, and escalations.
- Identify opportunities for growth across additional nib products including Expatriate, International Workers, and Life offerings.
Senior Corporate Client Advisor — Secondment
GU Health Corporate
09.2023 - 07.2024
- Develop strong mutually beneficial relationships with Brokers and Clients
- Support the execution of the portfolio management plan
- Bringing on new groups/ clients
- Client presentations
- Renewal negotiations
Corporate Client Advisor
GU Health Corporate
08.2021 - 09.2023
- Support the execution of the portfolio management plan
- Develop strong mutually beneficial relationships with clients and brokers
- Accompany the Senior Client Advisor to client meetings and presentations
- Conduct client/ broker presentations
- Update client/broker records, interactions, and communications in Salesforce
- Ensure group renewals are completed successfully and on time
- Work with the Premium Revenue Team to ensure appropriate member management and client arrears remain within defined trading terms
- Work with internal stakeholders to manage escalated member issues
- Support marketing and promotional activity for clients, including the preparation of product information & sales campaigns
- Request and prepare ad-hoc reporting requirements for clients
- Support with escalated member issues e.g., continuity of cover assessments
- Support with the maintenance of existing groups e.g., product changes
- Create new client/group records in relevant systems
Claims Team Leader / Change Management
GU Health Corporate
08.2018 - 08.2021
- Change management leader
- Team development
- Setting KPIs and ensuring employees meet and exceed set KPIs
- Quality assurance of the team
- Ensure internal and government rules and regulations are adhered to
- Implement and support the team with business changes
- Data reporting and forecasting to senior management
- Liaise with external/ internal auditors
- Performance management of employees
- Mid and EOY employee reviews- bonus ratings
- Successfully led a team through significant changes with the PHI government reforms which impacted the team directly
- Responded to member complaints and found viable resolutions to improve client satisfaction
Operations Support Manager Secondment
GU Health
03.2017 - 07.2017
- Managing the operations team consisting of 18 employees
- Team development
- Setting KPIs and ensuring employees meet set KPIs
- Quality assurance of the team
- Run team weekly and monthly meetings
- Implement changes and support the team with changes
- Point of contact for escalations
- Reporting to senior management
- Data reporting and forecasting to senior management
- Liaise with external auditors
- Performance management of employees
- Liaise with external parties such as other funds, health associations, Medicare, etc.
- Strong connections with other business units
- Mid and EOY employee reviews- bonus ratings
Operations Support Team Leader
GU Health
11.2013 - 03.2017
- Performance Planning & Appraisal
- Career Development Planning
- Assist with the daily running of the team duties
- Consult senior management, Account Managers, and all other business units regarding any business-related activities
- Deal with any member escalations
- Run team meetings and conducted team one-on-ones
- Coordinated, implemented, and facilitated a range of new system procedures and improvements
Multi-skilled Membership Maintenance Consultant
GU Health
07.2009 - 11.2013
- Customer Service
- Daily Banking
- Escalation point for membership Issues
- Dealing with our overseas clients
- Claim corrections
- Medicare rebate applications
- LHC adjustments/ corrections
- Hicaps escalations
- Use of Tracker, Whics GU and Salesforce
Massage Therapist
Bliss Health
08.2006 - 10.2010
- I ran my own Massage business and worked for a Massage Company called Bliss Health, providing a premium service to all customers.
- Customer service
- Record keeping
- Appointments and bookings
Education
Certificate IV - customer engagement
Skilled Up
Melbourne, VIC01.2017
Certificate IV - business operations
Skilled Up
Melbourne, VIC01.2011
Certificate IV - Fitness
Australian Institute of fitness
South Melbourne, VIC01.2010
Certificate IV - massage
Australian institution of fitness
Elwood, VIC01.2006
Completion of VCE - undefined
Sunshine Secondary College Senior Campus
Sunshine, VIC01.2000
Skills
- Strategic Portfolio Management
- Stakeholder Engagement
- Commercial & Financial Acumen
- Team Leadership & Staff Development
- Onboarding & Change Management
- Corporate Health Insurance
- Group Renewals & Pricing Strategy
- Cross-Functional Collaboration
- Salesforce CRM & Case Management
- Customer-Centric Service Delivery
- Process Improvement
- Broker Relationship Management
- Reporting & Data Interpretation
- Client Presentations & Communication
Certification
- VBS Workshop April 2022
- CPR First Aid- HLTAID003, HLTAID002, HLTAID001 April 2020
- Intermediate & advanced Microsoft excel January 2007
Affiliations
With over 16 years of experience in the Health Insurance industry, I have navigated various roles within GU Health, commencing in the Claims department. I then moved into a dynamic multi-skilled team, providing comprehensive support across all facets of the business. Transitioning into leadership, I led teams within the Operations Support department for a rewarding 6-year tenure. For the past 3 years, I've worked as a Client Advisor, and in September of last year, I embraced a secondment opportunity in the broker realm. I just completed an ongoing secondment role as the senior Client Advisor within the Direct Mining and Willis Brokered portfolios.
Timeline
Senior Corporate Client Advisor
GU Health Corporate
07.2024 - Current
Senior Corporate Client Advisor — Secondment
GU Health Corporate
09.2023 - 07.2024
Corporate Client Advisor
GU Health Corporate
08.2021 - 09.2023
Claims Team Leader / Change Management
GU Health Corporate
08.2018 - 08.2021
Operations Support Manager Secondment
GU Health
03.2017 - 07.2017
Operations Support Team Leader
GU Health
11.2013 - 03.2017
Multi-skilled Membership Maintenance Consultant
GU Health
07.2009 - 11.2013
Massage Therapist
Bliss Health
08.2006 - 10.2010
Certificate IV - business operations
Skilled Up
Certificate IV - Fitness
Australian Institute of fitness
Certificate IV - massage
Australian institution of fitness
Completion of VCE - undefined
Sunshine Secondary College Senior Campus
Certificate IV - customer engagement
Skilled Up
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