Member Engagement Consultant

Latrobe Health Services; Newborough; Hybrid; AUD 60,000 - 80,000; Part time

Benefits offered by this job

Induction training

Hybrid work

Wellbeing partner access

Private health insurance discount 47%

Paid parental leave

Leadership development opportunities

Job summary

Latrobe Health Services is seeking a Member Engagement Consultant to support members via phone, helping them understand their cover and access benefits. You will work from our Newborough office and contribute to delivering exceptional experiences through confident, accurate information and problem-solving.

The role includes administrative tasks and multi-channel inquiries. Part-time and full-time applications are welcome, with 20–25 hours per week and a 9:30am–2:30pm window; three days in the

Qualifications

• Experience in customer service or call centre environments.
• Ability to learn and apply detailed information accurately.
• Strong communication and problem-solving skills.

Responsibilities

• Deliver exceptional phone-based service to members.
• Help members understand their health cover and benefits.
• Maintain accurate member records and complete admin tasks.
• Use digital tools to support member outcomes.
• Contribute to member retention and satisfaction.

Job description

Join Latrobe HealthServices:We are all in on you!

At Latrobe Health Services,we’reall in — for our members, our communities and each other. As anot‑for‑profitmember-ownedhealth fundwith heart,we’retrusted bymore than 110,000 Australians through every stage of their healthand wellnessjourney.

Werelooking for a Member Engagement Consultant who is passionate about helping people, thrives in a phone-based customer service environment, and is committed to delivering exceptional experiences for our members every day. In this role, you'll play an important part in helping members understand, access and get the most value from their health cover while building trusted relationships through every interaction.

We're open to both full-time and part-time applications.

Part-time opportunities are expected to be between 20-25 hours per week, typically worked Monday to Friday within a 9:30am-2:30pm. There may also be opportunities to increase hours during peak periods, major campaigns and planned leave coverage. All team members are expected to work from our Newborough office three days per week.

Located inNewborough

Whatyou’llbe all in on

As a Member Engagement Consultant, you'll be part of our frontline team supporting members through inbound and outbound calls, administrative tasks and multi-channel enquiries. You'll learn the ins and outs of health insurance and use your knowledge to help members make informed decisions about their cover. Every conversation is an opportunity to make a positive difference.

In this role you will:

• Deliver exceptional service and support to members through primarily phone-based interactions.


• Help members understand their health cover, benefits, products and services.


• Provide accurate and consistent information in a highly regulated environment.


• Maintain member records and complete associated administrative tasks.


• Utilise business systems, digital technology and AI-enabled tools to support member outcomes.


• Build trusted relationships while contributing to member retention and satisfaction.

Whatyou’llbring

• A love of helping customers and communicating over the phone.


• The ability to learn, understand and accurately apply detailed information.


• Reliability, organisation and a commitment to delivering great service.


• Strong listening, communication and problem-solving skills.


• Confidence using technology and learning new systems.


• A positive attitude and willingness to learn and grow.

Whatwill set you apart

Experience in:

• Health insurance, banking, financial services or another regulated industry.


• Contact centres or high-volume customer service environments.


• Digital, automation or AI-enabled workplace tools.


• Privacy, compliance or information security practices.


• Supporting customers to understand complex products and services.

About LatrobeHealth Services

Latrobe Health Servicesisn’tjustanaward-winningnot-for-profithealth fund–we’realso all in onputting ourmembers and communities first. We reinvest in initiatives that make a real difference, including our founding partnership with the Shane Warne Legacyto deliver free health checks across Australia.

Our110,000 membersgive us89%satisfaction in the IPSOS Member Satisfaction Survey– not bad when the average is79%. When our members, communitiesor our people need support,they’rebacked by a team that goes all in on what matters most.

Whyyou’lllove being all in with us

At Latrobe Health, we are committed to creating an environment where diversity is celebrated, equity is achieved and inclusion and belonging are prioritised and celebrated.

You are empowered to take control of your learning experiences and career development. You will be supported by leaders who activelyparticipatein programs that give them the skills to support your growth and wellbeing. You are also provided with access to tools and information that promote personal wellbeing, connecting with others and staying safe – wherever you work.

We offer

• Personalised induction program and detailed in person training to get to know Latrobe Health


• Hybrid working - a mixture of working from home and in office days (minimum 3 days per week) following successful completion of your probation


• Unlimited access to our health and wellbeing partner, Sonder for you and your family


• 47% discount on private health insurance


• Paid parental leave (after 12 months employment)


• Access to leaders who are committed to growing and developing our people

Join us and be a part of a team that is all in.

Candidates willbe requiredto undergo a national police check and have working rights in Australia.