Full timeAre you ready to rediscover remarkable and make a positive impact on people’s lives? At GMHBA, every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.In 2024 GMHBA celebrates 90 years of operations, having originally formed to provide healthcare to Geelong cement workers and growing to become one of Australia’s largest regionally based health insurers. As a community-focused not-for-profit, we live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections, embrace individuality, and maintain a supportive, performing culture. GMHBA offers a flexible workplace, a community-focused culture, and a great regional lifestyle.About the opportunityWe are evolving our Private Health Insurance (PHI) team, with a new Member Experience team structure designed to deliver our organisational objectives, prioritise the needs of our members, and continue to foster a culture of engagement, innovation, and growth.Lead our Member Resolution team as we transform challenging situations into positive outcomes. As our Member Resolution Lead, you'll oversee our end-to-end complaints management process, mentor a direct report, and collaborate with senior leadership to maintain regulatory compliance.In this role, you will:Drive resolution strategies for complex member complaints working with Ombudsman Schemes and members directlyPartner with management to ensure adherence to legislative obligationsGuide and develop a team member to deliver solution-focused outcomesImplement risk mitigation strategies to protect organisational interestsProvide detailed reports on insights, trends, and recommendations to senior leadershipEngage and provide feedback to Member Experience Manager and Member Sales and Retention ManagerA key element of this role is stakeholder engagement, problem solving and having an analytical approach to reducing Ombudsman and internal complaints. This is an exciting opportunity for a resolution-focused professional who is passionate about complaints. If you are a proactive, data-driven, problem solver with a proven track record of complaints management, we would love to hear from you.The nature of this role requires a minimum presence of 3 office days, in our Geelong head office.About youThrough your application, you will be able to showcase your experience in the following critical areas:Excellent written and verbal communication skills, able to articulate complex issues clearly and emphatically to both members and senior stakeholdersProven experience managing both internal and external complaints, with a focus on resolution and customer satisfactionAbility to analyse trends, identify root causes, and provide actionable recommendations for improvementsFamiliar with Ombudsman schemes and industry standards for complaints handlingExperienced in preparing reports and presenting to senior leadersAbility to develop and facilitate training changes in policy and procedures that may be required to enhance complaint management qualityProvide coaching, advice and guidance based on audit findings and deliver performance feedback to colleagues and managementIf you believe that you would be a great fit for our team, but don’t quite tick all of the boxes, we encourage you to consider applying.Let’s get started.Submit your application online today. Applications close Tuesday 10 December 5pm.If you have any questions about this position or the recruitment process, please reach out to the careers team at careers@gmhba.com.au.At GMHBA, we value a diverse and inclusive culture. We are committed to creating a workplace where every single person feels valued and can be their true, authentic selves. It allows us to be more reflective of our community, have a range of perspectives, and better support our customers, members, and patients. We encourage candidates with diverse backgrounds, experiences, perspectives, and beliefs to apply for this role.
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