Case Manager Emergency Assistance

Let's talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let's talk about Diversity, Equity and Inclusion

Let's talk about this role

Our customers buy a policy with the understanding that we will support them when they are travelling. The Emergency Assistance team deliver that "promise".

As a Case Manager, you will be the first point of contact for our customers who need assistance whilst they are travelling. You will be responsible for determining customer needs and coordinating the appropriate support.

Your duties will include:
- Organise logístical arrangements efficiently and in a way that meets the needs of our customers and manage case follow-up to ensure customer satisfaction- Develop and implement new processes and policies to improve levels of service- Liaise with global providers to obtain medical reports and negotiate medical expenses and cost containment- Effectively manage an allocated case load and ensure operational efficiency- Communicate with other team members to ensure a smooth coordination of cases across shifts and team members- Promote a customer centric culture within the team and set high standards of service

Let's talk about you

Your ability to build rapport with our customer coupled with your natural love of travel will see you that you are set up for success. You will have a passion for achieving and exceeding customer needs and have the ability and skills to communicate to a range of customers from around the world.

You will have:
- Minimum of 2 years experience in a call centre or a customer service environment- Excellent customer service skills with a passion for exceeding expectations- Experience in handling highly emotive situations in a calm and professional manner- Excellent communication skills (written and verbal)

Due to our business requirements, you will be available to work a rotating roster between 7.30am to 7:30pm across Monday to Sunday (4 shifts on, with 5 days off) with one x 8 hour day shift once per month.

Let's talk about working at nib

Our hybrid working approach means our employees work outside of the office for the majority of the time. Our hubs offer workspaces to connect and collaborate for events, meetings, or activities. To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace. nib's approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:
- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support your better health - whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 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.