Manages a portfolio of claims and delivers high quality claims management services so as to achieve return to work outcomes, while adhering to service standards and compliance requirements.

KEY ACCOUNTABILITIES

• Ensure customer service standards are maintained and responsibility taken for prompt resolution of issues/complaints.
• Maintain regular contact with customers and/ or other stakeholders, in line with service standards, ensuring they are consulted as part of the claims management process, informed of all key claim developments and aware of their obligations.
• Proactively manage claims, identifying and managing return to work barriers on individual claims and implementing strategies to address these.
• Ensure data is maintained through correct data entry.
• Ensure privacy standards are maintained and privacy breaches are managed appropriately and high level of privacy is maintained in all interactions.
• Actively contribute to the achievement of business targets and participate in departmental projects, as required.

REQUIREMENTS

• Demonstrates enthusiasm and ability to deliver high quality services and positive customer experiences.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Ability to recognise, avoid, manage and escalate conflicts to enable effective and timely resolution in accordance with organisational processes.
• Pays high attention to detail by completing tasks with thoroughness and accuracy and has the ability to quickly identify errors or inconsistencies within information.
• Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence.

Provides specialist advice and support on the end to end value chain to ensure this is translated into a simplified claims customer and servicing journey across all channels.

KEY ACCOUNTABILITIES

• Advise on and support the implementation of improvement opportunities in order to deliver improved outcomes for customer experience, frontline experience and business efficiency and effectiveness.
• Support the engagement with business unit representatives in program initiation, governance, development and deployment.
• Support the development and growth of stakeholder relationships.
• Challenge the status quo to ensure program delivers a target customer experience model that can be leveraged across all channels.
• Support the delivery of programs and projects on time and on budget.
• Ensure compliance with Allianz Australia project governance structures and other applicable internal and external risk, audit and compliance frameworks.

REQUIREMENTS

• Significant experience in handling claims management processes and procedures across a variety of general insurance product lines gained in a complex, matrixed personal injury insurance organisation.
• Proven capability to manage change through the initiation and promotion of organisational transformation, leveraging effective process, collaboration and communication to foster commitment and participation.
• Demonstrated experience in managing complex and ambiguous issues, combined with the capability to lead strategic planning activities into commercial operationalisation.
• Proven analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgements and solutions.
• Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision making.
• Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
• Excellent verbal and written communication skills.

Delivers administration support to the wider claims management business unit related to claims management tasks that are fundamentally required to ensure Claims Consultants have the tools to progress claims.

KEY ACCOUNTABILITIES

• Assist with the day-to-day duties of administration and claims management.
• Demonstrate high attention to detail and high accuracy in respect to administration work.
• Meet tight deadlines and maintain a systematic approach to work by exercising initiative and organising resources and effective time management.
• Work effectively as part of a highly disciplined team and work independently on individual workloads.
• Provide administrative support to the wider team and data support as requested.
• Undertake general office duties which include weekly and monthly tasks.
• Update and maintain internal systems.
• Provide assistance with Quality Assurance Framework audits as required.
• Reconcile data and invoices on system as identified, banking tasks as required.
• Maintain claims administration systems and associated tasks.

REQUIREMENTS

• Demonstrated enthusiasm and ability to optimise business value to customers by delivering high quality services and positive customer experiences to sustain and enhance the customer base.
• Excellent verbal and written communication skills, capable of communicating with audiences at all levels with clarity, impact and influence.
• Ability to recognise, avert, manage and escalate conflicts to enable effective and timely resolution in accordance with organisational processes.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• High attention to detail by completing tasks with thoroughness and accuracy and the ability to quickly identify errors or inconsistencies within information.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Administrative experience in a diverse environment.

Delivers product and service options to customers and achieve the service and retention goals through excellence at every touch point.

KEY ACCOUNTABILITIES

• Deliver excellence in customer contact to ensure positive customer outcomes are achieved through sales and service.
• Follow processes and apply customer sales & service techniques to achieve sales, service, and quality targets.
• Manage a portfolio of Inbound & Outbound sales calls and correspondence, within set SLAs and following company standards, to achieve financial targets.
• Ensure new business and sales initiatives are understood and delivered to customers.
• Actively contribute to process and service improvement initiatives to improve efficiency and profit improvements.
• Ensure compliance with all regulatory, legislative and internal compliance obligations.

REQUIREMENTS

• Experience in a general insurance organisation or a customer service focussed role.
• Ability to build effective relationships internally and externally with customers and stakeholders.
• Ability to interpret and analyse complex information, extract meaningful insights and evaluate options for decision making.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Demonstrated evidence of technical proficiency with systems, software, databases, reporting and communication tools.
• Excellent verbal and written communication skills, capable of communicating with clarity, impact and influence.

Improves the return to work (RTW) outcomes of high risk workers compensation cases through the provision of communication, influencing and management of the key stakeholders along with the implementation of effective and efficient case management goals and strategies.

KEY ACCOUNTABILITIES

• Ensure a continuing positive service experience of the injured workers, setting expectations and fostering positive relationships with the injured workers and influence RTW motivation.
• Maintain positive relationships with the teams case managers; providing the case managers with regular updates as to the progress of the claims.
• Improve the Recovery and RTW outcomes ultimately leading to positive performance in RTW measures through the achievement of early and sustained RTW outcomes.
• Contribute to the maximising of income available pursuant to the results of the injured worker survey, as conducted by WorkSafe.
• Manage claims in accordance with WorkSafeRecovery and RTW program processes ensuring a maximum performance return to the business.
• Contribute to the success of the team through identifying areas for improvement and removing process inefficiencies through the enhancement and introduction of improved systems, process and support tools.

REQUIREMENTS

• Experience working within a workers compensation environment.
• Ability to work effectively within a team environment.
• Strong work ethic and time management skills.
• Attention to detail.
• Excellent customer service skills and the ability to handle difficult conversations.
• Familiarity with MS Office Products, Novus & Acction.