At Medibank, we are united through our values of Customer First, Own It Do It, Show Heart and One Team. They are part of everything we do, from the decisions we make to the way we serve our customers and community.
For Melita Percy, Head of Medibank’s After Hours GP (AHGP) Helpline, Show Heart and Customer First go hand in hand. Showing someone that you understand, support them and make them comfortable goes a long way. Melita is someone who knows how vital these values are for the business and its customers.
“Medibank is a healthcare company where health is our core focus, so I don’t know how we could ever not put customers first. With the AHGP helpline, it’s all about the safety of our callers and offering them the best care advice that we can, in really unsociable hours. Everything I do is about making sure that we are there for customers.”
Melita with the Healthcare team.
As Head of the AHGP Helpline, Melita has plenty of responsibilities but says that amongst everything that she needs to get done each day, she makes sure to remember that she is fortunate to be in a position where she can make a difference.
“I always try my hardest to be present and contribute in any way I can towards the greater goal of the team and the business itself. I ensure that the service is running smoothly so that in return, we can make a difference to our callers.”
As well as an employee of Medibank, Melita is also a Medibank customer. She fought breast cancer in 2008 and says that this as well as being a mother to young children are what urged her to be a part of the health industry.
“A health scare introduced me to healthcare. It made me want to be a part of it in some way, shape or form. I’m very passionate about the service we offer and I use that word strongly. I’m also a customer and the service that we offer has been an absolute peace of mind for me, so I know the positive effects it can have on people.”
Melita with her family.
Being a part of Medibank has given Melita the opportunity to make a real difference in people’s lives, something she says she didn’t think was possible for her to do on this scale.
“Having the role that I have has taught me that I can be a part of something special. I can change and help lives without having a medical degree. I feel like it’s really helped me contribute where I never thought I would ever be able to.”
Customer First, Own It Do It, Show Heart and One Team are deeply embedded in our employees at Medibank. Developed by our own people, these values work in sync to make sure that as the business grows, so too does the positive impact it has on the community.
“The people who are part of the organisation make me extremely proud to be a part of Medibank. There’s a Medibank gene where, for us, what we have isn’t just a career or a job, we also make a difference. We know that we’re there to help and we’re there to make life better.”