Health Fund Manager Ros Miles is celebrating 25 years with Queensland Country, having worked in a variety of roles and seen many significant changes in the banking and health fund industry in that time.
“I’m very proud to be working for Queensland Country and my achievements. To have had the opportunity to take up positions in a variety of business units over this period has been very rewarding,” Ros says.
“Half my time as been in the bank, where I started as a part-time Member Service Officer with the Credit Union, and the last half has been with the Health Fund.”
After 12 years with the Credit Union (now Queensland Country Bank), Ros took a short break before applying for a role with Queensland Country Health Fund.
“When I found out I was successful in the Health Fund Manager role I rang my Mum bawling my eyes out, sharing the news with her and telling her that it felt like I was coming home,” she recalls.
“I love coming to work and this comes from the relationships that I’ve built with staff and Members over the years. It’s our genuine care for our Members and people, which comes from the top down.”
“Members regularly tell us that we’re friendly, helpful and knowledgeable and that we’re easy to deal with. They appreciate our professionalism and that there are no long wait times to get through to us.”
In addition to working alongside her colleagues, Ros enjoys participating in Community Volunteer Program activities together, and the occasional friendly competition!
“A contact centre environment is constantly busy, but it is important to have a little fun in the workplace,” she says.
“We took great pride in participating in the challenges that the People & Culture team ran during the COVID work-from-home period where all business units were encouraged to join in.”
“I’m very competitive and so is my team…much fun was had and we scored a number of wins!”
Over 25 years, Ros has seen the health insurance industry undergo a number of significant changes.
“The private health insurance industry is an ever-changing environment and this has kept me happy and engaged over the last 12½ years,” she says.
“We’ve had several Private Health Insurance Reforms, from the Rebate and Lifetime Health cover initiatives implemented 20 odd years ago, to more recent changes including the introduction of clinical categories to hospital cover with a view to making it easier for consumers to compare products, and age-based discounts to encourage people under the age of 30 to take up private health insurance.”
“Within our organisation, I’ve been part of the transition of MIM Employees Health Society to Queensland Country Health Fund, and the introduction of Dental, Care Navigation and a new health insurance brand, Territory Health Fund.”
An evening celebration event was held to celebrate the 25 year milestone and thank Ros for her contribution to the growth and success of Queensland Country, which this month will celebrate its own milestone anniversary of 50 years.
Glenn Seri, Executive Manager of Health also expressed that “The success of Queensland Country is built on our people. Ros has been a wonderful employee of both the bank and the Health Fund but most importantly she has been an excellent Member advocate. Her determination to ensure our Members are at the centre of what we do is an inspiration to our organisation.”