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Case Manager Relationships
2 months ago
Overview
The Case Manager - Relationships provides a dedicated service to insurers and the client Trustee. This includes Death, Terminal Illness, Income Protection, Permanent Incapacity and Total and Permanent Disablement. The Case Manager - Relationships provides these services with the utmost professionalism, keeping the member’s circumstances front of mind at all times.
With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager - Relationships is the primary contact for members / claimants who make a claim and treats each claim as unique. The Case Manager - Relationships ensures members / claimants receive accurate and timely information delivered with respect and sensitivity.
Key Accountabilities and Main Responsibilities
- The ability to manage multiple tasks and competing priorities.
- Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes.
- Create a positive experience by quickly establishing rapport with members.
- Embrace and support change to provide superior customer service to Fund Members.
- Build effective relationships with the team and key contacts.
- Listen carefully to members and respond promptly providing correct information to their concerns and queries.
- Effectively manage difficult conversations by actively listening, empathising, identifying the member or claimants real needs and taking personal responsibility for resolving problems/issues.
- Actively contribute to and support continuous improvement initiatives
- Demonstrate service excellence by actively seeking information to understand the member’s circumstances, problems, expectations, needs and to go beyond the transaction.
- Take personal ownership and accountability to ensure actions are completed within the agreed timelines and the member experience is always front of mind.
- Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards.
- Take personal action to develop capability through appropriate development including challenging on-the-job opportunities.
- Ensure all work completed adheres to service and quality standards.
- In regards to death claims, ensure a strong investigative approach is applied to ensure all suitable claimants are identified as soon as practicable during the claims process.
- Take ownership for handling member’s Death, TIB, IP, PI or TPD or claims and communicate regularly and effectively throughout the life of the claim.
- Minimise delays through effective document management and effective co-ordination and liaison with key stakeholders and members
- Consistently deliver high quality work, including low errors and breaches, ensuring team and department results are delivered.
- Be an active team player and contribute to the achievement of shared team objectives.
- Ensure all legislative requirements and guidelines are followed.
Experience & Personal Attributes
- Group insurance knowledge (including Death, TPD, TIB and PI claims processes)
- Analytical and problem solving skills
- Microsoft Office skills (Word, Excel, PowerPoint)
- Minimum 1 year case management and/or assessment experience in group life claims or equivalent (relating to personal injury)
- Customer service experience
- Strong communication skills (verbal and written)
- Ability to self-manage, prioritise work and handle multiple tasks
- Build effective relationships with team and key contacts
- Embrace and support change to provide superior customer experience
- Understand and empathise with members needs
- Take ownership to deliver member outcomes, in a fast, efficient and effective way
- Ability to effectively handle difficult conversations
- Group superannuation knowledge (including SIS Act, Insurance Act)
- RG146 compliant
- Tertiary qualifications in business, insurance legal, financial planning, or related
