Member Care Advocate (Service Role)

Defence Health Ltd; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working after training

Health insurance for you and family

Job summary

Defence Health Ltd is expanding its Member Care team in Melbourne to support members with health insurance queries, payments, and claims. You will guide members across multiple systems in a regulated setting to reach accurate outcomes and a high-quality experience.

Training is provided, with ongoing support, and a Hybrid Working Model after initial office-based onboarding. Excellent communication and empathy are essential to help our Defence community.

Qualifications

• 12 months’ experience in a service-focused role such as client-facing banking, healthcare, retail or client services.
• You will be working Monday–Friday on a rotating roster from 8.30am to 8.00pm (6.00pm latest finish when working in the office).
• This position requires your physical presence on a full-time basis at our St Kilda Road Office for your first three months and upon successful assessment you can take advantage of our Hybrid Ways of Working.

Responsibilities

• Guide members through health cover, payments and claims across multiple systems in a regulated environment.
• Deliver an exceptional member experience and first call resolution.
• Provide ongoing support and training to ensure accurate information and outcomes.

Skills

Customer service

Communication

Problem solving

Empathy

Teamwork

Tools

CRM systems

Job description

Successful applicants must be available to commence on Monday 30th November 2026

About us

At Defence Health, we're united in our purpose to protect the health of those who protect our country. We're here to support the families of serving ADF members, ex-serving ADF and Reservists, plus the wider Defence community, to manage their health care. As a not-for-profit fund, we are for our members, not shareholders.

We live by our values of member-first, trust, community, ownership, and excellence. Our values underpin our inclusive workplace, where we celebrate our diversity and recognise our achievements, unique perspectives, and talents.

Defence Health is a place where we are all encouraged to excel and where we strive to be a high-performing organisation by continuously setting a better standard. We show up, stick together, solve it, and see it through.

Our promise to our own people is the same as our promise to members; we look after our own.

Find out more at defencehealth.com.au

About the role

We're expanding our service team to meet the needs of our growing member base.

Our Member Care service team supports members with a range of health insurance enquiries relating to product, payments, claims and general enquiries.

As a Member Care Advocate:

• You’ll draw on your service experience to guide members through their health cover, payments and claims, working simultaneously across multiple systems and within a regulated environment to find the right outcome for each member. We value your ability to successfully resolve Member enquiries whilst delivering an exceptional member experience and first call resolution.
• You will be guided through an in-depth training program, as well as ongoing support post training as your learning continues.
• You will be given the tools you need along with appropriate support structures to be successful and to leave your mark!

About you

• Enthusiasm: We’re not just looking for experience; we value drive, dedication, and a genuine passion for helping members.
• Communication skills: Your ability to connect with people, listen to understand, display empathy, and efficiently solve problems, are paramount.
• Technical Savviness: We will train you on our systems; however, you will need to be confident in learning new technology platforms and navigating multiple systems
• Judgement: Health insurance comes with regulatory requirements and grey areas. You’re comfortable weighing up the detail, applying the rules correctly, and making a confident call in the member’s best interest
• Team Spirit: We value reliability, professionalism, and a collaborative mindset. Our best successes come from everyone working together.

Requirements

• At least 12 months’ experience in a service-focused role, such as client facing banking, healthcare, retail or client services. Contact centre experience is welcome but not essential. What matters most is how you look after our members.
• You will be working Monday – Friday on a rotating roster from 8.30am to 8.00pm (6.00pm latest finish when working in the office).
• To ensure you have the best possible training and support to help you succeed, this position requires your physical presence on a full-time basis at our St Kilda Road Office for your first three months and upon successful assessment you can take advantage of our Hybrid Ways of Working.

Why choose Defence Health

• Career opportunities: We grow our own and recognise initiative, high performance, and commitment with opportunities for career progression.
• Make an impact: as a purpose-driven organisation, we partner with veteran support organisations to offer meaningful volunteering experiences and connect to our community.
• Free top-tier health insurance for you and your immediate family valued at approx. $6,000 per year (after completing a minimum employment period).
• Competitive remuneration and health and wellbeing initiatives: Access to discounted gym memberships and an additional paid day of wellbeing leave each year.
• Company funded parental leave: Fully funded paid parental leave for eligible employees with superannuation paid for the entire length of approved parental leave.
• Social Committees: connect with your colleagues, have your say, and develop new skills with our Social Club, Health and Safety, and Diversity and Inclusion Committees.
• Prime location: Our office is conveniently located on St Kilda Road with great access to public transport and local amenities.

If this sounds like you - this is a fantastic opportunity to join a company that offers a high engagement, vibrant and inclusive culture where you and your career can thrive.