Hybrid Care Operations Specialist (12‑Month Contract)

Insurance and Care NSW (icare); Parramatta; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Flexible hybrid working

Gym subsidies

Health checks

EAP support

Learning opportunities

Extra leave

Health insurance discounts

Salary packaging

Novated leasing

Recognition programs

Mental health initiatives

Support for hidden disabilities

Job summary

Insurance and Care NSW (icare) is recruiting for a 12-month fixed-term role based in Sydney CBD (Kent Street) and Parramatta. You will be the first point of contact for customers, families and providers, navigating care, treatment and support enquiries with compassion.

The role combines customer interactions with operational support, including processing invoices and coordinating service requests. A hybrid model requires three days per week in the office and a collaborative team environment.

Qualifications

• Experience in a contact centre, customer service, administration or operational support environment.
• Exposure to healthcare, aged care, rehabilitation, disability, return-to-work or medical administration environments preferred.
• Confident and professional when handling phone-based interactions.
• Empathy and resilience when supporting people in difficult circumstances.
• Strong communication and rapport-building skills.
• Excellent organisation and ability to prioritise multiple tasks.

Responsibilities

• Provide exceptional customer support via phone, email and administrative channels.
• Handle enquiries from customers, families, healthcare providers and service partners.
• Support customers in sensitive and complex situations with empathy and care.
• Process invoices, payments and funding requests with accuracy.
• Manage high-volume workflows across multiple systems and tasks.
• Coordinate documentation, records and service requests.
• Collaborate with internal teams to ensure timely customer outcomes.

Skills

Contact centre experience

Customer service

Administration

Operational support

Empathy and resilience

Communication skills

Multi-tasking

Tools

CRM systems

Job description

Insurance and Care NSW (icare) is recruiting for a 12-month fixed-term role based in Sydney CBD (Kent Street) and Parramatta. You will be the first point of contact for customers, families and providers, navigating care, treatment and support enquiries with compassion.

The role combines customer interactions with operational support, including processing invoices and coordinating service requests. A hybrid model requires three days per week in the office and a collaborative team environment.