Medibank Private onsite at Mater

Mater’s Medibank Private patients are set to have access to an onsite customer support service commencing April 2009.

The Member Liaison Service provides personal and timely assistance to Medibank Private members regarding health insurance during their hospital stay. It has been piloted in Melbourne and Perth over the past two years.

Ms Julie Andrews, Medibank Private’s Group Manager Health Services, said the customer service value-add is designed to deliver additional benefits to members by ensuring patient enquiries and insurance-related issues are quickly and easily resolved when in hospital, while diverting those enquiries from hospital administration staff.

“The initiative is designed to increase member satisfaction and reduce complexity in relation to health insurance during a time when patients may feel most vulnerable,” she said.

“The feedback from our pilot sites has been extremely positive as members have benefited from assistance with concerns regarding details of their insurance cover, the claims process and understanding their health insurance products.”

While these benefits are directed primarily at the patient, the dedicated Medibank Private Member Hospital Representative will also be available to provide advice and assistance to administrative staff at Mater Private Hospital Brisbane, Mater Private Hospital Redland, Mater Children’s Private Hospital and Mater Mothers’ Private Hospital regarding Medibank Private products. The service will be available Monday to Friday during business hours.

Medibank Private is the only health insurance fund currently available onsite at Mater. The service is being rolled out in Queensland across selected Members’ Choice Hospitals in Brisbane and the Gold Coast.