About The Role
Join the HCF Claims team at Parramatta and provide Uncommon Care to our medical and hospital providers and members over the phone.
As a Provider Services Officer, you will be responsible for providing excellent service over the phone 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, full time role based at our Parramatta contact centre, working Monday to 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. Shifts vary from 8am to 8:45am starts.
Responsibilities
* Managing high volume inbound calls from providers and members, approximately 50-70 calls daily, average handling times are 5 minutes
* Manage complex enquiries 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
* Ensure compliance with business KPIs, policies and procedures
Qualifications
* 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
Benefits
* 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.
Diversity & Inclusion
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.
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