Senior Operations Specialist

JOB DETAILS / ROLE PURPOSE
Your role will be to proactively manage claims as well as active medical assistance cases in line with our customer experience principles and policy terms and conditions, ensuring that our customer is given a fair assessment without compromising AWP Australia’s reputation and brand in any way. You will also be seen as a Claims & Medical Assistance subject matter expert (SME) and your experience will be called on to manage high cost complex claims.
You will work alongside claims consultants, claims specialist, medical officers and other departments and stakeholders to progress and finalise claims along with assisting in arranging overseas treatment/s and repatriation/s.
The role is critical to ensuring that all claims and medical cases are managed efficiently and all of our regulatory, legislative and service requirements are met. These requirements will form part of your Key Performance Indicators. You will report to a Team Manager who will support you in the role, whilst encouraging your development in the company.
We require candidates who demonstrate an understanding of the personal impact of themselves and their role on our customers, providers, colleagues and stakeholders in contributing to the success of the business.
For us, an engaging, enjoyable workplace is the foundation for great work, which is why your attitude and your passion is just as important to us as your experience

KEY RESPONSIBILITIE

Result Orientated
 Works on assigned roles and tasks.
 Realises the importance of meeting deadlines.
 Expresses desire to do the task from start to finish, while delivering a high level of accuracy.
 Uses common standards to guide performance.
 Makes use of available data in decision-making process.
 Works to achieve goals and is dissatisfied with poor performanc.

Customer Focus
 Responds to identified customer needs.
 Handles customer requests in an appropriate timeframe.
 Familiar with KPIs used to measure customer satisfaction.
 Remains professional and communicates clearly with the customer.
 Demonstrates a genuine interest in current affairs and potential impacts to customers.
 Provide quality, follow through and excellence in service in all dealings with customers and client companies.
 Advise and assist customers accurately and courteously on products and services as per procedures and protocols as set down by Allianz Partners and our client companies.
 Provide optimum levels of customer service by answering any questions accurately and professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within parameters of client agreements.
 Be prepared to provide concise explanations to customers who dispute their entitlements, and make efforts to de-escalate.
 Display confidence when speaking with disgruntled customers.
 Refer customer complaints to the Team Manager when appropriate, recording all relevant information prior to escalation.

Fostering Relationships
 Works within a team environment, treating all team members with care and respect and assisting other team members as needed.
 Encourage and support new team members.
 Be prepared to assist other members of the organisation as required or requested.
 Maintain a professional workstation ensuring accessibility to all relevant tools and information and considering shared desk policy.
 Provide feedback and suggestions to Team Managers.
 Support team members through punctuality, reliability and attendance.
 To work within a team structure in achieving key performance indicators and objectives, and to be highly focussed in achieving these.

Driving Diversity
 Accepts that diverse points of view and individual differences exist.
 Shows respect for different ideas, opinions and individual differences.
 Aware of differences while communicating in diverse environment.

Data Collation & Completion
 To input all calls received into the Midas system accurately and create incident in real time.
 Complete task note activity and incident data entry during each call.

Case Management
 Ensure all relevant and vital information is gathered on first call utilising the first call template.
 Maintain excellent attention to detail and ability to learn new terminology quickly.
 Ensure that all first calls that have a medical element are transferred through to a Registered Nurse for completion of a nursing assessment to ensure appropriate medical management of case.
 Following through on incidents handled to ensure satisfactory outcome for caller, Client Company and Allianz Partners.
 Consult with the Team Managers for procedural advice on handling of cases, where required.
 Check the validity of policies as required, if applicable to deliver the necessary services.
 Ensure 100% adherence to the credit card procedure.
 Have a thorough awareness of the cost containment process and relevant escalation point.

PROFILE KEY REQUIREMENTS
The successful candidate will possess the following skills as a minimum:
 A passion for assisting people in their time of need, displaying empathy and compassion for not only our diverse international customer base, but for your colleagues and all those you come in contact with
 Fit well in a team environment focused on our company’s purpose to secure your future and support the strategy we develop to outperform, transform and rebalance
 High level of self-motivation and initiative with an ability to contribute to a highly motivated, emphatic and passionate team
 Excellent rapport-building skills, engaging with members, providers and stakeholders in a professional and respectful manner to obtain information and provide claims updates
 High level of organisational skills and the ability to prioritise work items to meet service expectations and guidelines
 Prior exposure to mentoring more junior team members
 An eye for continuous improvement TECHNICAL ABILITY
 Apply experience and knowledge of the claims function to think critically and find appropriate solutions to complex claims matters
 Apply your experience and knowledge of claims procedures, the technical interpretation of policy wording and Deed requirements to critically assess and develop appropriate solutions to complex and escalated claims matters.
 High level of computer literacy (Use multiple systems/programs for admin tasks

WHAT WE OFFER
Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 83
million private and corporate customers and its 142,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, push the boundaries and challenge the industry.
Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in assistance and insurance solutions in the following areas of expertise: assistance, international health & life, automotive and travel insurance. We care for our customers, and our caring nature extends our employees. We don’t just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand.
As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

83457 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and shape a better future for our customers.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, or sexual orientation.
Join us. Let's care for tomorrow.
Note: Diversity of minds is an integral part of Allianz' company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to be motivated in gaining varied skills from different positions and to collect experiences from across Allianz Group.