The Benefit Integrity team at HCF plays a vital role in ensuring our organisation acts with integrity, meeting both legal and ethical obligations to our members and providers. We focus on effective payment strategies for services, controlling unnecessary and inappropriate costs, and ultimately helping to maintain affordable private health insurance (PHI) and healthcare for our members. Recoveries Officer: We are seeking a dedicated and detail-oriented Recoveries Officer to join our Benefit Integrity team. Reporting directly to the Policy and Audit Manager, you will be instrumental in the pre-legal recovery process. This involves supporting the collection of monies owed to HCF, as identified through our audit process, as well as negotiating payment arrangements, handling debtor enquiries, and providing key administrative assistance to the team. Please note this is a full time contract position until the end of June 2027 Job Details Key Focus Areas Debt Collection: Conduct activities to minimise outstanding liabilities. Contact providers (verbally and in writing) regarding recoveries based on audit findings and in line with policies. Negotiate, set up, and monitor payment arrangements. Reconcile recoveries and answer provider queries. Administrative Assistance: Issue audit request letters, ensure timely follow-up of recoveries, monitor recovery timeframes, and maintain productive relationships with all providers contacted. Planning and Reporting: Develop recovery plans with the team, maintain and prepare monthly collections reports, and liaise with internal teams for claim allocations. Continuous Improvement: Make process improvement recommendations, develop internal and external recovery policies in partnership with the Policy and Audit Manager, and contribute to key business projects. Regulatory and Compliance: Ensure compliance with all relevant legal and regulatory obligations, including Work Health & Safety (WHS) standards. Actively participate in compliance activities and risk assessments. Skills, Experience and Qualifications Essential Sound knowledge of debt collection guidelines and practices Excellent negotiation skills Professional and positive phone manner, adept at managing inbound and outbound calls Excellent verbal and written communication skills Persistent attitude towards uncovering hidden details Demonstrated ability to follow policies and procedures Sound numeracy and proficient computer skills Strong attention to detail and effective time management Experience working towards set KPIs within company guidelines Desirable Experience in a legal, financial or collections-related role with a customer service focus Understanding of the sensitivity required in provider recoveries 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: 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. 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.
