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About the Role
The Member Claims Specialist will focus on first call resolutions for members over the phone, assessing and processing health insurance claims to ensure timely payments. This role also provides support to Contact Centre and Branch teams with complex claims queries.
Responsibilities
- Respond to all member queries over the phone, and assess and review claims
- Lead by example by displaying soft skills of empathy, patience and providing uncommon care
- Handle all member claims related enquiries adhering to agreed call and claims processing quality standards
- Identify opportunities to improve customer service standards and provide outstanding customer service
- Provide support to Contact Centre and Branch team members with complex claims queries
- Respond to dissatisfied members and handle all complaints and provide resolutions over the phone.
Requirements
- Comprehensive knowledge of private health insurance products and Ancillary claims procedures
- Strong understanding of Claims Portal, Elmo, New Health and GV
- Ability to work under pressure
- Strong commitment to providing exceptional customer service
- Positive attitude and willingness to embrace change
- Strong written and verbal communication skills
- Accurate typing and data entry skills
- Desire to improve and develop skills and knowledge.
Skills
- Empathy
- Patience
- Customer service
- Communication skills
- Typing
- Data entry
Location
- Parramatta
Work Type
- Full-time
- Maximum term contract (12 months)
- Hybrid working available after training period
- Minimum two days a week in the office
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.
About the Company
- 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.
Equal Opportunity
- 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.