Care Case Manager Position

5 days ago

Sydney, New South Wales, Australia beBeeClaim Full time $100,000 - $150,000
Claims Management Specialist Role

This is a challenging and rewarding opportunity to work as a Claims Management Specialist. The successful candidate will be responsible for managing and overseeing a portfolio of claims, ensuring that they are handled efficiently and effectively.

  • Manage and oversee a large portfolio of low-touch long-term income protection claims.
  • Maintain regular contact with customers with long-term illness/terminal illness.
  • Accurate payments and case management ensuring compliance with company policies and the Life Insurance Code of Practice.
  • Answer calls and manage telephone enquiries.
  • Collaborate with case managers/senior case manager and claims leaders.
  • Monitor the progress of claims and make necessary adjustments to care plans as needed.
  • Maintain detailed and accurate records of all interactions and documentation related to claims and strong portfolio hygiene.
  • Provide exceptional customer service and support to clients throughout the claims process.
  • Maintain all relevant claims metrics includes regulatory and service levels.

Required Skills and Qualifications:

  • Experience in managing life insurance claims or workers' compensation/CTP or similar; can include allied health background, Superannuation/insurance administration experience as well as insurance customer service.
  • Working knowledge of legislation, policy documents and regulations relevant to experience.
  • Proven ability to manage telephone queries and customer interactions.
  • Strong communication skills, with the ability to explain outcomes clearly and support customers with empathy.
  • Comfortable working with digital systems and open to adapting to new technology and ways of working.
  • A collaborative team player who contributes positively to team culture and supports shared goals.
  • Demonstrated resilience and adaptability with change.
  • Demonstrated time management skills.

Benefits and Support:

We offer a range of benefits and support to help our employees thrive in their roles. These include life insurance benefits, generous paid parental leave, market-leading menopause and fertility leave, car leasing, and more. As well as an Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave, and study assistance.

Key Performance Indicators:

  • End-to-end management of low-touch long-term income protection claims.
  • Completion of MetLife Claims Accreditation Program to attain DA within 6-12 months of employment commencement with MetLife.
  • Quality decisions supported by sound analysis of medical, vocational, and financial information.
  • Customer-first outcomes by balancing empathy, compliance, and commercial considerations.
  • Strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
  • Effective written and verbal communication that clearly outlines the decision rationale and next steps.
  • Positive engagement with internal and external stakeholders, including medical providers, trustees, and reinsurers.
  • Active contribution to a team environment that values professionalism, accountability, and continuous improvement.

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