Remediation Consultant

• Permanent full-time opportunities
• Hybrid role, based in our Adelaide CBD
• Comprehensive in office training plan and excellent employee benefits and development

The heart of the role:

We are looking for Remediation Consultants to join our Remediation Operations Team on a full-time permanent basis. You will be responsible for the daily execution of a variety of remediation activities. Depending on the priority the technical skillset required will shift to match the relevant process, methodology and timeline. It is expected of a Remediation Consultant that they display a strong ability to respond to changing priorities and agility when it comes to learning new processes

As a Remediation Consultant your responsibilities will include:

• Execute all required remediation corrective actions &
  treatment plans within core systems as directed;
  including but not limited to the management of inbound and outbound customer contacts, on system remediation for example claims, policy, premium, billing and or payments
• At times, attend and contribute to workshops for root cause analysis, process design, artefact creation
• Initiate and contribute to identification of improvement opportunities for the end-to-end remediation process
• Identify and escalate blockages or new scenarios not supported in the processes for analysis and problem solving
• Keeping of documentation in line with program &
  framework principles and as instructed by program &
  remediation operations leadership
• Achieve or exceed performance targets including but not limited to AHT, Quality, Risk and Compliance
• Ability to perform autonomously and demonstrate time management skills
• Display empathy and superior customer service interaction skills, adhering to Case Management best practice and follow up procedures
• Undertake all duties while maintaining compliance with internal policies, procedures, external laws, regulations, standards, and industry codes
• Demonstrated understanding of privacy/confidentiality
• You may also carry out any other duties reasonably requested by Bupa from time to time

Additional Information about the role:

• Start Date June 2024
• The role will be based on-site at our Adelaide office for the first 3 months, once you and your team leader agree you have settled well, you will be able to work remotely, with a requirement to attend the office regularly.

About You:

• Previous experience in an operational processing environment or frontline customer service environment required
• A passion for understanding the Bupa customer and being curious to define the problem and how we put the customer first
• Proven ability to make decisions based on business policies and customer needs
• Excellent time and task management skills and solution orientated / problem solving mindset
• Familiarity with process map &
  work instruction/knowledge documentation used by operations environments.
• Strong attention to detail, enthusiastic and motivational attitude
• Possess excellent communication skills - written, auditory and verbal
• Strong desire for personal growth and development
• Ability to take ownership and follow through on commitments
• High proficiency in computer literacy, and ability to navigate through multiple systems and processes
• Moderate skill in MS Office applications, in particular Excel &
  Teams/SharePoint

We've got your back

The special thing about Bupa is that care is at our core and will always be a part of how we operate. Extending that, we want our people to feel they are benefiting from Bupa's purpose:
so that everyone is supported to live the healthiest and happiest version of themselves. Simply put, this is what wellbeing means at Bupa.

Our global wellbeing program covers all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We are providing health benefits, information and support for everyone who works here, no matter their role.

Our range of benefits include:

• Fully subsidised health insurance products - How good is that!
• Discounts on travel, car and home products, as well as discounts on Bupa services such as Dental and Optical, skin checks and vaccinations
• Discounted products and services via our extensive partner network, like Apple, Endota Spa, New Balance, Garmin, JB Hi Fi,
• An additional annual leave day for you to focus on your wellbeing
• An additional volunteer day each year for you to give back to your community

There is nothing half-hearted about what we do at Bupa, Apply now!

At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.