Claims Customer Support

4 days ago

Brisbane, Australia Allianz Full time

JOB DETAILS / ROLE PURPOSE
Are you passionate about service excellence and getting things right for customers the first time? We’re looking for aClaims Customer Support& Quality Officer who will champion the customer experience by ensuring our claims processes run smoothly, efficiently, and with the highest levels of accuracy. You'll play a key role in maintaining our service standards, supporting our teams, and driving continuous improvement across customer touchpoints.
**Key responsibilities/What you do**:
Enhancing Customer Experience
- Review customer-facing claims processes to ensure quality, consistency, and accuracy in every interaction.
- Audit case files and service transactions, identifying areas for improvement and recommending actions to elevate the customer journey.
- Deliver timely, constructive feedback to internal teams to enhance service delivery and customer satisfaction.

Claims Accuracy& Process Integrity
- Verify and validate claims documentation to ensure accuracy in coding and compliance, helping prevent errors that impact our customers.
- Analyze medical records and claims using up-to-date coding systems (ICD-9/10, CPT, HCPCS, UB) to ensure accurate processing and fair outcomes for all parties.
- Investigate potential inconsistencies, supporting the detection of fraud and ensuring transparent and trustworthy service.

Feedback& Reporting
- Produce regular audit reports with clear summaries, actionable insights, and improvement recommendations tailored to the customer experience.
- Work closely with the Claims Quality Manager to ensure audit findings translate into real improvements for both customers and internal teams.

Being a Customer Advocate
- Uphold service excellence across all customer and partner interactions.
- Represent the voice of the customer by ensuring their needs, expectations, and feedback are reflected in our quality processes.
- Promote a culture of care, responsiveness, and continuous improvement.

Key requirements/What you bring
- Customer-Focused Experience: 3+ years in a customer-centric environment—ideally in healthcare, clinical, TPA, or insurance services.
- Tech& Tools: Comfortable using MS Office, digital systems, and online tools for research and reporting.
- Service Mindset: Strong problem-solving skills and a commitment to accuracy, fairness, and putting the customer first.
- Communication: Clear, professional, and empathetic communication style with the ability to adjust tone and approach depending on the audience.
- Team Spirit: Proactive, collaborative, and always ready to support your colleagues in delivering exceptional service.
- Professionalism: Reliable, organized, and able to stay calm and focused in a fast-paced environment

**What We Offer**:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance
63354 | Customer Services& Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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