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 over 1.7 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 2025 Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

About the Role

The Dental Patient Service Centre (PSC) is a new contact centre being established to address the very high volume of incoming calls (up to 25,000 per month) which come into the reception desk of our 16 dental centres in four Australian states.

This role will primarily deal with incoming telephone calls, with the view of being extended to outgoing calls (patient recalls, appointment confirmations) as well as servicing the email inboxes which are currently used for appointment requests via the HCF website.

The Patient Service Officer is responsible for efficiently answering incoming calls and processing requests for routine dental appointments, cancellations and rescheduling of appointments plus other routine enquires that are received.

Please note this role is based in Parramatta and is an initial 12-month contract with the possibility of extension. The hours for this position will be 8am-5pm Monday- Friday. (there is some possibility of flexible hours if required)

There is also flexibility for this role to go part time once training is completed.

Responsibilities:

• Receive inbound calls from patients and their families in regard to any aspect of HCF dental centre operation
• Follow scripts provided to assist when answering calls.
• Triage each call to establish the nature of the caller’s request and process it according to the Roles and Responsibilities document:
  • PSC type calls - verify member identity, continue to conclusion and ensure caller is satisfied
  • Reception type calls – transfer call to the relevant Dental Centre, and provide details on handover so member needn’t repeat themselves
• Collect daily call statistics as required
• Maintain confidentiality of member information
• Maintain accuracy of member information
• Email/mail consent forms to patients as appropriate or as requested by the patient

About You

To be successful in this position you will have the following:

• Demonstrated commitment to providing outstanding customer service
• Previous experience in a call centre environment or handling high volume calls.
• Ability to work and remain calm under pressure, and when dealing with aggressive or rude callers
• Excellent listening and verbal communication skills
• Positive approach with ability to relate to people at all levels
• Basic to intermediate computer literacy: MS Office, Outlook, ability to learn D4W
• Ability to meet individual/team KPIs
• Knowledge of dental clinics or the ability to develop this knowledge within a short timeframe

Culture

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Benefits

• Up to 50 % discount on health cover, pet & travel insurance
• Family & Friends day
• Organisational wide Recognition & Rewards program
• Generous Parental Leave Scheme
• Health & Wellbeing Initiatives

Come and join our HCF team!