Head of Network Partnerships and Customer Care - - 58216 - BUPA ANZ

General information

Name

Head of Network Partnerships and Customer Care

Ref #

57390

Date

Friday, January 30, 2026

Full / Part Time

Full Time

Description & Requirements

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.

Here, your work has purpose, your voice matters and your future is full of possibility. Just imagine the impact you could make.

Bupa is the ADF Health Services Contract (ADFHSC) provider. Bupa delivers integrated and seamless end to-end health support to 85,000 Australia Defence Force (ADF) personnel across 59 facilities.

The purpose of this job is…..

We’re on the lookout for a passionate and experienced Head of Network Partnerships and Customer Care Manager to join Bupa’s Health Services business. In this pivotal role, you’ll work closely with the Chief Operating Officer and wider Bupa Health Services team, leading the development and maintenance of an optimal Bupa Provider network that aims to enable access to care for members and value for Joint Health Command. If you're driven by purpose and thrive in a collaborative, values-led environment, this could be your next big move!

This role will have overall accountability for setting the strategic direction which enables our Customer Care team to provide an exceptional experience to our customers and ensure the delivery of services in line with contract performance requirements.

Key Responsibilities include:

Drive the development and implementation of the overall strategy for network partnerships and customer care, ensuring that it is reflective of broader organisational objectives and the requirements of JHC
Lead the implementation of a work program that aims to improve access, efficiency, quality and financial sustainability to the Bupa Provider network
Drive provider network performance in the areas of reliability, availability and performance, ensuring that associated key performance indicators (KPIs) are met or exceeded
Lead and support the Network Partnerships team, enabling the delivery of required availability off-base access to care through the recruitment and retention of an extensive Medical Specialist and Allied Health network
Lead the Customer Care team, facilitating the management of off-base access to care through the provider and customer care teams and the processing of high-volume referrals to meet contract performance metrics
Contribute strategically as a key team member of the broader ADF Service Delivery team to: ensure service delivery outcomes are met in accordance with contractual obligations whilst delivering an exceptional customer experience
Achieve key quality and financial outcomes / identify new service delivery opportunities
Act as key contact for escalations of provider issues (operational and KPI performance, reputational impacts, incidents or complaints or contract obligations)
Establish and maintain strategic and tactical level relationships with key internal and external stakeholders, including state and federal government agencies and third-party suppliers

What you’ll need to make it possible

Tertiary qualifications in health, business or similar, with post graduate qualification highly regarded
Business Development experience within a healthcare setting is highly desirable
Previous leadership experience in delivery of public or private health services to meet agreed contractual obligations and SLAs
Proven ability to set and achieve clearly defined objectives and measures to drive business outcomes and meet service level agreements
Demonstrated strength in resource planning and operations management
Demonstrated commitment to, and practice of, leadership driven culture and building collaborative working environments across a national network
Proven experience managing large scale operations with strong relationship management focus
Expert stakeholder management and communication skills, both internal and external
Baseline security requirement - this is a Security Cleared Position. The occupant must be an Australian Citizen and must be eligible to obtain and uphold a Baseline Security Clearance

Why you’ll love it?

We support our people to be the healthiest and happiest versions of themselves.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.

Location

Melbourne Office (33X)

Recruiter

Laura Micallef