A&NZ Bupa Awards Nominees 2017

NOMINEES | A TRUE CUSTOMER CHAMPION IN HEALTH AND CARE
NOMINEES | A TRUE CUSTOMER CHAMPION IN HEALTH AND CARE
Health Services
Susannah Throsby
Bupa Medical Chatswood’s Senior Administrator,
Susannah Throsby, is a true customer champion
in health and care. Susannah began working as a
receptionist at Bupa Medical’s George St. clinic when it
first opened in 2014.
From day one, Susannah’s exceptional customer service
skills have contributed to the growth and retention of our
customer base and have been a significant contributor to
our maintenance of an overall average NPS of +44.
The reception staff of a medical clinic are the first point
of contact for patients where they are provided with
advice and support, both over the phone and in person.
They are the face of our business and the customer
experience that they provide is essential to the success
and reputation of the clinic. Susannah consistently
displays genuine empathy and care for our customers
and is blessed with a natural ability to make them feel
safe, comfortable and heard. Susannah has accepted
responsibility for ensuring the customer’s voice is
heard in every team meeting by leading the regular
fortnightly discussion on our customer satisfaction survey
results. Her attention to our customer feedback has
allowed us to gain a rich and ongoing understanding
of our customer pain points and opportunities for
improvement.
Legal
Moana Weir
Sean Wroe
Stan Goldstein
Karin Calderisi
Brodie Restall
Jonathan Rose
Matthew Stopford
Dwayne Crombie
Andrew Ashcroft
Rebecca Cross
Ali Madden
Pre-Existing Conditions
During an internal review, Bupa identified that certain health
insurance customer claims from January 2011 through to May
2016 had been rejected by company claims assessors without
review by a Bupa-appointed doctor. Medical review of pre-existing
conditions (PEC) is required as part of this process.
Given the seriousness of the matter, the risk of customer concern
and reputational damage to Bupa was high. A decision was made
to take a proactive, ‘customer-first’ communications approach to
managing this issue by announcing it publicly and issuing a formal
apology to our members. Demonstrating that we self-reported,
apologised and put measures in place to fix the situation on behalf
of our customers gave us the best possible chance of managing
the issue, protecting our reputation and avoiding regulatory action.
The response included developing a set of actions to address the
situation such as appointing a new team of doctors to review all
7,740 rejected PEC customer claims from the relevant period and
writing to all potentially affected customers to advise that their
cases were being reviewed. Where cases were incorrectly assessed,
customers were appropriately reimbursed.
This was an excellent cross-functional approach to solving a
problem for our customers and the organisation which involved
Legal, Health Insurance and Corporate Affairs.
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