With the Australian Government announcement of premium changes for Private Health Insurance policies, effective 1 April, Medibank’s Retail teams have been working hard to support a sharp increase in the number of customers visiting our stores to discuss and renew their cover.
This year – to help make the experience as smooth as possible for our customers – Medibank employees in non-frontline areas were invited to spend a day volunteering in a concierge role, assisting some of our busiest Retail stores.
The role of concierge involves welcoming customers, taking names, directing members to the right queue, handing out refreshments, managing customer expectations, answering basic questions and completing manual claim forms. Volunteers attended briefings prior to their time in store, learning how best to support our frontline experts in delivering a positive customer experience.
With all hands on deck, Retail leaders have been glowing in their praise for the volunteers!