Profile: Patricia Kennedy, GU Health
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Patricia Kennedy
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What do you do?
I am the Customer Service Manager for GU Health. We are the only health fund in Australia that specialises in Corporate Health cover. I directly work with a team of 22 exceptional staff whose primary function is to manage the Contact Centre, Membership and Reconciliation area of the business.
What results are expected in your position?
We have a number of client and business service level agreements to maintain within the customer service area. These range from call quality and response times, to membership accuracy and processing benchmarks.
From a people management point of view, I need to ensure that staff attrition rates and absenteeism is kept to a minimum. Working with staff on maintaining morale through an incentive program and staff development is also another key area in my role.
What has been your biggest career highlight to date?
Being nominated for last year’s Australian Teleservices Association (ATA) Team Leader of the Year award by my Manager. The support I was given by my work colleagues was overwhelming.
What is the best and worst thing about your job?
I would have to say that the people I work with help make my job enjoyable. Even on a bad day there is someone in the office who can always make you laugh.
There is not really a lot in my job that I do not enjoy – we all wish we had more hours in the day to get things done but if there was one thing I had to chose, it would be the travel to and from work. It takes 2 hours each way. Overall I really enjoy my job.
Any tips on how to get and stay ahead?
Stay in focus with your team members’ needs and empower them to make their own decisions and become involved with business improvements. Great ideas are not just generated by those in management positions. Have an open door policy so staff can feel comfortable to come to you at any time with their concerns.
How do you encourage loyalty with your staff and clients?
- By listening to their needs and working with them to address as many concerns as possible.
- Empowering staff to make their own decisions based on our member needs.
- Trying to create an environment where everyone can work harmoniously even when they do not always agree on business decisions.
- Allowing staff to be involved in the decisions that effect their day-to-day jobs.
What do you think employees want from their employer?
Employees should be shown that they are all valuable to the business. The staff at GU Health are often willing to assist in areas outside their immediate roles provided they are treated with respect and honesty. A simple thank you is often the only recognition that is expected.
Employees also want to be challenged. They do not want to sit in a role where all they do is data entry. Getting them involved in project teams allows them to feel that their opinions are valued and they can play an important part in growing and maintaining the business.
What does your company do for its staff that you feel is different from what other companies provide?
Being a health insurance organisation, GU Health tries to ensure that staff members maintain a healthy lifestyle – well being programs, staff massages and fruit at work are some of the ways in which GU try to look after their staff.
Many of the staff at GU also initiate programs to ensure that the workday is not only productive but fun. Events such as “Dental Health Week”, “Be an Angel” day and staff funded morning teas are a regular occurrence within the customer service team.
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
Staff attrition and recruitment has been our biggest challenge in the last financial year. There have been many structural changes in the last 12 months which have caused an increase in our attrition rates. Ensuring that we get the right fit for GU Health and then committing to the learning and development of individuals should help reduce this as we move forward.
