About Doctors' Health Fund
Doctors' Health Fund (est. 1977) is a restricted private health insurer; the only health fund in Australia that exclusively serves the medical community and their families. We are one of Australia's fastest growing health funds and now cover more than 70,000+ lives.
Proudly part of the Avant Mutual Group, Australia's leading Medical Defence Organisation, we are owned by doctors, not shareholders. We support the medical community by offering quality health covers and exceptional member service. We align our values to the profession by advocating for freedom of choice and clinical independence, while only supporting medically evidenced treatments and therapies.
We operate nationally with our head office in Sydney. As a wholly member-centric organization, dedication to our members is embedded in our values, mission, people and culture.
About the Role
To ensure that DHF provide consistently superior sales and service to DHF's members, prospects and the medical/health community.
Sales Agents are our front-line staff and therefore need to be knowledgeable on policy, process, procedures and business rules. They must be responsive to customers' needs and expectations and always be polite and respectful in every interaction.
Why work at the Doctor's Health Fund?
At Doctors' Health Fund, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
- Our flexible working arrangements are designed to enable genuine work-life balance. 5 days a fortnight in the office after training.
- Discount of 25% on Private Health Insurance, free Salary Continuance Insurance
- We value our people by offering an inclusive workplace with flexible work, career development and internal mobility opportunities.
- Your development is our priority, and we have a variety of learning and development programs that will support you in your career.
- Employee Referral Program which rewards $5,000
- We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
- We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.
**The principle purpose of the position is to**:
**Key Challenges**:
- Ensuring expectations of members and customers are met in a fast-paced environment
- Balancing the needs of external customers and the needs of the business to achieve sales outcomes
- Adhering to complex compliance and legislative requirements
- Managing high volume of information on product, process and industry to ensure responsiveness to current and future member needs.
- Handling the regular changes and training required to keep up to date
**Key Responsibilities**:
Delivery of consistently superior customer interactions
- Deliver seamless service to members
- Knowledgeable and up-to-date information delivered to members on sales and service relating to DHF's insurance products
- Liaise with customers and internal departments to ensure timely, efficient provision of product and service advice relating to DHF's insurance products
- Review existing customer records to identify growth and sales opportunities
- Maintain a high call quality score
Achievement of Sales, renewal and retention targets
- Take ownership of all service enquiries related to DHF's products including
- Answering verbally or in writing general enquiries
- Look for cross-sell opportunities
- Ensure commitments (inc. follow-up and tasks) are kept
- Deliver high quality, accurate information to members all times
- Review outgoing correspondence to customers, including work done by peers
- Use appropriate templates and documentation and record all correspondence from and to customers on member file/record
- 100% compliance with legislation and internal policies and procedures
- Meet and exceed sales targets and other KPI's
Team collaboration/ continuous improvement
- Identify and make suggestions on issues related to DHF's insurance products including process and systems
- Participate in process reviews or projects as required
- Ask for and address feedback on personal knowledge or performance gaps
- Collaboration with BDM's and other Business Consultants to achieve targets
Product expertise
- Participate in Product Up-skilling sessions
- Undertake regular competitor analysis
- Provide accurate information to members and potential members
Contribute to Department - Provide professional input into definition and achievement of the department's plans, goal and objectives.
- Professional knowledge maintained
- Input and assistance provided in the development and implementation of departmental business plans
- Ideas, energy and enthusiasm offered
- Professional ethics and standards maintained
- Assistance given to other team members
**To be successful you will have