As the Claims Team Leader, you’ll be at the centre of operations, ensuring claims are processed efficiently, accurately, and with empathy. Collaboration is key in this role, you’ll work closely with the Claims & Policy Governance Lead and other stakeholders to simplify processes, strengthen audit readiness, and continuously uplift quality. From resolving escalations to preparing for product or policy changes, you’ll play a vital part in making sure everything runs smoothly for our members. You’ll also take the lead on using data, feedback, and quality insights to enhance our systems and processes, whether it’s contributing to projects, embedding new workflows, or supporting operational readiness, you’ll help us deliver consistent, member-first outcomes every time. Day to day in this role includes; Leading, coaching, and developing your team Monitoring claims processing queues and ensuring SLAs are met across all claim types Managing escalations and ensuring members and providers receive clear, empathetic support Driving process improvement initiatives to simplify claims workflows and reduce rework Supporting product and rule change rollouts to ensure smooth implementation for members About you You’re a natural leader who thrives on developing others and creating a positive, high-performance team culture. You know how to balance people leadership with operational delivery, and you’re comfortable rolling up your sleeves when needed. You also bring: A solid understanding of private health insurance claims operations Strong knowledge of risk, audit, and compliance in a regulated environment Experience using systems like HAMBS and working within QA frameworks Excellent communication and stakeholder engagement skills, you’re confident collaborating across teams and levels A knack for turning feedback and data into meaningful process improvements Next Steps To apply, click on the “Apply Now" button to complete your application attaching a copy of your resume and cover letter outlining your skills and experience in relation to this role. At HBF, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. HBF is a place of belonging. We are proud of who we are, and we encourage applications from diverse groups such as Indigenous and Torres Strait Islander people, physical ability, age, sexual orientation, gender identity or expression and family background, including caring responsibilities.
