Provider Services Officer

HCF Australia; Parramatta; Hybrid; AUD 30,000 - 44,000; Part time

Benefits offered by this job

Flexible working arrangements

50% subsidy on hospital and extras

Family-friendly certified employer

18 weeks parental leave

Mental health and wellbeing programs

Discounts on products and eyecare

Job summary

HCF Australia is seeking a Provider Services Officer to deliver high-quality phone-based support to our healthcare providers and members. The role focuses on fast, accurate information handling and maintaining confidentiality while resolving complex enquiries.

Based in Parramatta with hybrid working options, you will manage 50–70 calls daily, ensure SLA-aligned responses, and collaborate with internal teams to uphold service standards.

Qualifications

• Experience in a contact centre or claims role.
• Strong commitment to delivering outstanding customer service.
• Ability to adapt to changing work practices and needs.
• Excellent telephone and written communication skills.
• High attention to detail and accuracy when handling sensitive information.

Responsibilities

• Handle high-volume inbound calls from providers and members (roughly 50–70 per day, 5 min avg handling).
• Resolve complex enquiries on phone and email within SLAs.
• Maintain confidentiality and accuracy of provider/member details.
• Communicate professionally with internal and external stakeholders.
• Adhere to KPIs, policies and procedures.

Skills

Customer service

Phone communication

Written communication

Attention to detail

Explain complex issues

Typing speed

Tools

Basic computer skills

Job description

Join the HCF Contact Centre and provide Uncommon Care to our providers.

About The Role

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.

In this role you will be responsible for the following:

• 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 2 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.

Culture & Benefits

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:

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 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.