About Avant Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 130 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”. Avant now represents 82,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers. As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities. The commitment to members and the profession from our 850 staff has resulted in over 50% of Australia’s doctors choosing to be Avant members, delivered annual revenues of $440 million and net assets of $1.4 billion. About the Role This leadership role reports to the Head of Claims Operations and Excellence and has accountability for managing the day to day performance and delivery of National Claims Intake and Allocations processes within Medical Indemnity. The Senior Manager Claims Operations works closely with Claims Team Managers, Heads of Practice, Senior Manager, Claims Excellence and other key stakeholders across Avant in meeting operational Claims & Legal objectives. The role is responsible for setting up claims for success in delivering our Exceptional for Member experience, through timely and accurate indemnity decisions and allocation to claims and being Honest-Expert-Responsive-Easy. Day to Day, this role leads the National Claims Intake and Allocations teams delivering critical claims processes that support triage, decision, and allocation. Processing high volumes of activities through defined processes, consistently and at pace, accurately, to meet our purpose of Exceptional for Member expectations against our member promise of Honest. Expert. Responsive. Easy. Key accountabilities Claims Intake and Allocations: • Lead and manage the Claims Intake and Allocations team to execute all daily operations activities covering Indemnity Decision case management and National File Allocation.• Using operational expertise day to day decision making, process expertise and people leadership to ensure operations are being executed to quality, capacity and capability standards meeting and setting key performance metrics to achieve the outcomes. • As required, support any member escalations or complaints appropriately meeting our member promise of H.E.R.E • Provide Regular operational reporting for stakeholder awareness and supporting downstream claims/NOI volume impacts. • Build and maintain cross functional relationships throughout Claims, Legal, Medical Advisory and broader Medical Indemnity teams to ensure effectiveness of Claims Intake and Allocations functions.• As a key member of Claims Operations and Excellence contribute to planning and resource discussions with a view to maintaining service levels through disruption events. • Minimize and manage risk exposure for Avant and its members.• Ensure Indemnity Decision Process execution and Governance against Service Levels• Ensure appropriate national file allocation across Claims, Avant Law, MAS and External Legal against Service levels People Leadership: • Establish clear performance and development goals for team and team members in accordance with Group performance framework.• Set culture and people engagement for Operations team and cross functional stakeholders. • Succession planning and talent development. • With broader operations focus, input into and execute Claims Operation People Plan• Ensure team members are trained and Knowledge Management kept current. • Span of control ~10-11 FTE Member Focus:• Ensure teams can live to our member promise –H.E.R.E principles Honest. Expert. Responsive. Easy Key capabilities or experiences required to perform the role: • Medical indemnity claims experience or in a related claims field• Operations Management experience• Identification of skills gaps and coaching to improved member and business outcomes• People leadership and coaching, including remote teams • Understanding of national insurance and medico legal specific regulators and legal frameworks • Stakeholder management, strong relationship building capabilities.• Ability to drive outcomes aligned to KPI/STI Objectives
