Description Overview With a focus on quality outcomes by balancing member needs with operational limits, the Case Manager is the primary role to ensure that member / claimant claims are correctly set up in the initial claiming phase and paid correctly at the end of the claiming process. The Case Manager ensures members / claimants receive accurate correspondence, claim documentation and payments are complete. Key Accountabilities and Main Responsibilities Take ownership for handling member’s Death, TI, IP, PI or TPD or claims and communicate regularly and effectively throughout the life of the claim Minimise delays through effective workflow management and take all required action within agreed Fund service level agreements Create a positive experience by quickly establishing rapport with members and beneficiaries Proactively deliver and manage a claims portfolio in accordance with quality case management principles and operating standards. Taking ownership of the claim and ensuring regular and proactive follow-up and phone contact to drive outcomes Consistently deliver high quality work, including low errors and breaches, ensuring team and department results are delivered Listen carefully to members and beneficiaries and respond promptly providing correct information to their concerns and queries Effectively manage difficult conversations by actively listening, empathising, identifying the member or beneficiaries’ real needs and taking personal responsibility for resolving problems/issues Be an active team player and contribute to the achievement of shared team objectives and follow instructions from Specialists and/or Team Leader Ensure all work completed adheres to service and quality standards Develop a high level of claims knowledge to ensure best service the member or beneficiary Embrace and support change to provide superior customer service to fund members or beneficiaries Take personal action to develop capability through appropriate development including challenging on-the-job opportunities Contribute positively and collaboratively to the team’s overall objective to achieve an end-to-end life cycle for every claim that meets or exceeds the fund’s service expectations Provide superior customer service to members, trustees and all stakeholders by managing and processing requests within agreed timeframes and quality levels Ensure compliance with all legislative, financial, policy, procedural and quality requirements Provide efficient and effective query resolution by anticipating claimant needs and taking ownership for first call resolution to ensure an outstanding claims experience The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs Experience & Personal Attributes Good understanding of relevant legislation and industry knowledge Strong communication skills (verbal and written) Ability to self-manage, prioritise work and handle multiple tasks Build effective relationships with team and key contacts 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 Accuracy and attention to detail Good investigation and problem-solving abilities Ability to prioritize and time manage multiple tasks to meet tight deadlines Possess a sound knowledge of technical and compliance issues, understanding the relevant policies and legislation Prior Group Life Experience desirable however not essential RG146 / ASFA qualifications desirable Tertiary qualifications or relevant experience in business, insurance, legal, financial planning or related (Desirable)
