Health Concierge Team Leader
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We're a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We're investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you'll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility.
Just imagine the impact you could make.
The purpose of this job
The Health Concierge Team Leader is an inclusive leader who provides coaching and mentoring to a team of health concierges. They drive performance of our health concierges and ensure they are equipped to not only answer health insurance questions of customers as they go to hospital, but to also navigate them into Bupa's various health programs and health provisioning businesses.
As a people leader, they support the career development of their team and provide coaching to ensure the
effective delivery of the Bupa Telehealth service. They have a strong focus on the customer experience, driving performance, and delivering a quality and compliant service.
As a key contributor to the Bupa Telehealth Leadership Team, they work across all programs to assist in delivering on the broader strategies, and work across teams to hit our collective goals.
What you'll need to make it possible
The following qualifications, training and experience are essential
* 2-5 years experience in a leadership role, particularly in a contact centre environment
* Demonstrated ability to manage, motivate and lead a team based across multiple locations
* Ability to plan, develop and manage performance
* Ability to plan, co-ordinate and delegate multiple deadlines and requirements
* Experience working in a contact centre environment
* Strong customer service skills, commitment, and a desire to satisfy customer needs
* Strong verbal, written and interpersonal communication skills
* Ability to self-manage performance against business requirements
* Superior understanding of the principles and practices of effective communication,
What you'll be doing in this role:
* Provide inclusive people leadership to support their direct reports. This includes a focus on creating a
* positive team culture and engagement with the organisation.
* Support the development of their team through mentoring, coaching, regular performance reviews, and on the job support.
* Proactively manage change and coach the team through change management process
* Review and monitor performance metrics to motivate performance and achievement of goals across their team. This includes a focus on metrics focused on quality, customer experience and productivity.
* Complete regular quality audits of their teams' work to ensure it complies with Bupa policies and procedures
* Work with the Bupa Telehealth Leadership Team, Health Programs Operations Team and their own team to identify and solve for continuous improvement opportunities.
Why you'll love it?
We support our people to be the healthiest and happiest versions of themselves.
If this sounds exciting, we'd love to hear from you. Let's shape the future of healthcare, together.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you'd like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
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