We are seeking a dedicated and experienced Clinical Coach and Support Specialist to join our team. In this role, you will provide clinical coaching and support to HCF members, aiming to improve their health and wellbeing while minimising hospitalisation. You will offer telephone-based support, connect members with HCF resources, help them navigate the healthcare system, and provide evidence-based advice on health and wellbeing behaviours. Additionally, you will deliver relevant disease management programs, such as the COACH cardiovascular chronic disease management program. Please note this is an initial 12 month fixed term contract role Key Responsibilities: Recruit appropriate members onto programs and conduct follow-up calls. Provide coaching over the phone to HCF members on nutrition, diet, the COACH program, and other Health & Wellbeing programs. Assist members in navigating the health system and connecting them with HCF resources. Engage members in the COACH and other programs through phone interactions. Collaborate with third-party providers and hospitals to resolve enquiries regarding Hospital Substitute Treatment. Manage difficult phone conversations using de-escalation strategies. Offer consultation services to other departments such as Front Line, Ancillary Benefits, Management, and the Product team. Handle complaints related to the administration or content of HCF support programs. Achieve recruitment rate targets to optimise HCF programs and deliver ROI. Skills, Experience, and Qualifications: Registered nurse with recent clinical experience and a good understanding of the healthcare system in Australia. Experience in one or more of the following areas: Cardiology, Diabetes, Palliative Care, Orthopaedics, General Surgery, Chronic Disease Management. Good interpersonal skills and an engaging manner on the telephone. Skilled at conflict management and resolution. Skilled at encouraging behaviour change in others. Confident using computer systems. Ability to assimilate new data and assess the veracity of medical information and reports. Desirable: Previous experience working for a company that delivers care telephonically. 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: 50% subsidy on HCF hospital and/or extras cover 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. Next steps If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss. We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
