Payment Support Officer - Instacare

At nib, we’re here for good reason - to support better health and wellbeing for our members, participants, and communities.

We’re looking for a Payments Support Officer to join our nib Thrive Operations team on a fixed-term contract until September 2027, providing technical, risk-aware and solution-focused support for complex, high-risk and escalated payment matters.

Drawing on strong NDIS knowledge and claims resolution expertise, you’ll help ensure payment outcomes are accurate, compliant, defensible and delivered within required timeframes.

You’ll exercise sound judgement to minimise payment errors, rejections and rework, reduce downstream impacts, and contribute to continuous improvement and capability uplift across payment processes.

Key responsibilities

• Provide technical support and guidance on complex, high-risk or escalated payment matters
• Apply detailed knowledge of NDIS legislation, pricing arrangements, plans and business rules to payment scenarios
• Support resolution of payment issues through analysis, investigation and sound judgement
• Allocate funding across a variety of platforms
• Provide clear, practical and consistent technical advice to support payment decision-making
• Engage with internal stakeholders and customers to clarify requirements and resolve complex payment issues
• Support timely outcomes while balancing risk, compliance and participant/provider impact
• Analyse complex and escalated payment matters to identify systemic issues, root causes and recurring risks impacting payment accuracy or compliance
• Provide practical, risk-aware insights and recommendations that support improvements to payment processes, controls, guidance and system use
• Apply a solutions-focused approach to complex or ambiguous payment scenarios, supporting sustainable improvements that reduce rework, errors and downstream impacts
• Identify, assess, manage and monitor risks relevant to the role in accordance with nib’s risk and compliance requirements

About you

• Strong working knowledge of the NDIS, including legislation, pricing arrangements, plans and funding rules
• Demonstrated experience supporting complex claims, payments or claims resolution activities
• Strong analytical, investigation and problem-solving skills
• High level of judgement and ability to manage complex or ambiguous scenarios
• Clear, confident and professional communication skills

Highly regarded

• Experience working in a regulated or compliance-driven environment
• Experience contributing to continuous improvement initiatives

We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you!

About nib Thrive

nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion.

nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan.

Diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at careers@nib.com.au.

Working at nib

Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose.

Other benefits to support you at work (and play) include:

• New starter benefit to help set up a functional home workspace
• 50% discount on employee health insurance + 35% off travel insurance
• The opportunity to give back to the community through paid leave for volunteering through nib foundation
• Access to our nib Well Program and corporate fitness discounts
• Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits
• 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

About Us

Who we are

nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information.

nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia.

In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world

Our Purpose

Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.