Manager Billing & Administration - Member Engagement

About Avant 

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”.  

Avant now represents 90,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.  

As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.  

About the Role

This role, and this team, plays a critical role in the delivery of superior quality of service to our members and oversees our billing and administration function. The role is responsible for managing all Billing related activities (including support for member calls (inbound/outbound), batch management, refund approvals, hold request and payment support) and our administration processes.

This is a max term contract opportunity until the end of October 2025.

Key Responsibilities 

• Recruitment and management of FTE to capacity plan 
• Coaching and developing team leaders and teams; ensuring team are setup to succeed in roles and progressing in career 
• Motivating team through reward and recognition 
• Management of performance to meet KPIs, and behaviours to align to Avant Values 
• Developing and driving a culture plan with a focus on increasing have your say results 
• Developing business plans to align with Member Engagement (ME) and Business Change Operations (BCO) plans, aligning with overall BCO vision & strategy 
• Managing and improving performance of the business; working with stakeholders including HO, and WFM to drive up service & quality, reduce cost, and increase overall member and employee satisfaction. 
• Working with stakeholders to cultivate and drive improvement in process and performance across the business unit 
• Fostering Relationships with stakeholders to support seamless workflow between teams  
• Developing and leading staff through consistent application of performance and service management strategies 
• Implementing plans, developed with management, to lift performance to necessary levels and take action to address unsatisfactory performance 
• Assisting in managing the operations of the centre through completion of reports and management of reporting, coaching 
• Monitoring team performance and identifying and remediating reasons for variance to target 
• Manage member complaints/escalation within team and analysis of service experiences with a view to minimise complaints and the recurrence of similar disputes.  
• Represent Member Engagement team in variety of initiatives/projects across the organisation 
• Develop/Maintain Exception Management/Data Quality calendar and ensure regular ongoing maintenance of system 
• Liaison with Finance and other teams on critical ‘billing’ activities (eg: Refunds, reconciliation, Doubtful Debtors, Lost monies) 

About You

• Knowledge of contact centre operations essential
• Knowledge of billing systems preferred
• Excellent knowledge of complaints handling and monitoring and reporting process. 
• Good interpersonal and communication skills 
• Intermediate MS Office skills 
• Effective organization and time management skills 
• Strong attention to detail and focus on numerical analysis 
• Exceptional understanding of products, systems and processes 
• Excellent knowledge of complaints handling and monitoring and reporting process. 
• Strong interpersonal, communication and negotiation skills with excellent report writing skills. 
• Strong time management skills. 

What We Offer:

• Competitive salary + incentives
• Hybrid work (Sydney CBD office)
• Supportive and collaborative team environment
• Opportunities for professional development

Apply now to be part of a purpose-driven team making a difference in the lives of medical professionals!