Who is MediBank?
Medibank is a leading private health insurer, over the last 40 years the have looked after the health coverage needs of more than 3.7 million customers through their Medibank and AHM brands. They are currently Australia’s second largest health insurance provider. They have approximately 2,700 employees across Australia with a total insurance premium revenue of $6.3 Billion (2018).
Medibank’s purpose is to provide ‘Better Health for Better Lives’.
The Customer's Voice
The program was to deliver a state of the art solution to support telephony based nurse triage services throughout Australia. They had all the qualities you expect from very good consultants, but most importantly it was the quality of their design that made them stand out from most consultants. Their ability to understand the essence of what was important of this critical and complex health solution, and then design a solution that was logical and easier to use than the existing system, was first rate. The user acceptance by the nurses was the highest I have seen on any project, and it was the design of the system and processes that was at the heart of this success
FAIR Consulting Group worked with Medibank, exploring and reviewing the underlying architecture of the entire Customer Suite platform. During our engagement, we also provided a number of recommendations for optimisation and integration options across their back-end systems.
Recommending a CX solution
We assessed the technical architecture and conducted a review of their entire Customer Suite platform, performance remediation optimisation and also recommendations for integration architecture.