Customer Services Officer

HCF; Parramatta; Hybrid; AUD 39,000 - 50,000; Part time

Benefits offered by this job

50% subsidy on hospital/extras cover

18 weeks parental leave

Mental health and wellbeing programs

Discounts on insurance products and ey

Job summary

HCF is seeking a Provider Services Officer to deliver excellent service to providers and members from our Parramatta centre. This permanent part-time role requires four days a week, with hybrid options and a minimum two days in-office.

Call handling is high-volume with professional, confidential engagement. You will join a busy Claims team, using strong communication and data entry skills to resolve inquiries while meeting SLAs and KPIs.

Qualifications

• Experience in a contact centre or claims role is preferred.
• Strong commitment to outstanding customer service.
• Excellent telephone and written communication skills.
• High attention to detail and numbers with ability to cross reference sensitive information.

Responsibilities

• Handle high-volume inbound calls from providers and members (approx. 50–70 daily) with average 5-minute handling times.
• Resolve complex inquiries on the phone and via email within SLAs.
• Maintain confidentiality and accuracy of provider and member details.
• Communicate and liaise professionally with internal and external stakeholders.
• Adhere to business KPIs, policies and procedures.

Skills

Customer service

Phone comms

Data entry

Written comms

Multitasking

Tools

CRM software

Job description

As a Provider Services Officer, you will be responsible for providing excellent service to HCF Providers such as doctors, surgeons, hospital administration teams, and existing Members. You will demonstrate exceptional phone based communication skills and will treat every call with the highest level of professionalism to ensure Providers and Members receive a positive customer experience.

This is a permanent, part time role based at our Parramatta contact centre. This role is working four days a week between Monday and Friday, with hybrid working available. You are required to work in the office, a minimum of two days a week.

Claims contact centre hours of operation are Monday to Friday from 8am to 5pm.

• Managing high volume inbound calls from providers and members, approximately 50-70 calls daily, average handling times are 5 minutes
• Manage complex enquires on the phone and via email, and resolve these within SLAs
• Maintain confidentiality and accuracy of provider and member details and information
• Communicate and liaise professionally with internal and external stakeholders
• Insure to comply with business KPIs, policies and procedures.

About You

You will be a self-motivator who thrives working in a busy customer centric environment. You will have previous experience in a contact centre or Claims role. To be successful you will have:

• Strong commitment to providing outstanding customer service
• Ability to adapt positively to changing work practices and needs
• Excellent telephone and written communication skills
• High attention to details and numbers, with ability to cross reference relevant and sensitive information
• Strong ability to explain complex issues with confidence
• Intermediate computer and accurate typing skills.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Purpose-driven passion

We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance

We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity

We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth

We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.