Case Manager

2 weeks ago

Wellington, Wellington, New Zealand Medical Protection Society Full time

Job Introduction:


We are looking for a
Case Manager to support the provision of excellent case handling services for members which is trusted and valued and provides fair treatment and outcomes.

The role will do this by managing a case load of files and using expert knowledge and judgement to formulate strategies in order to advise and guide members on relevant processes, ensuring an excellent member service is provided.


Role Responsibility:

  • Deliver the performance of advisory calls and assigned case files in accordance with governance, policy and process ensuring quality and fair outcomes for the member and the membership fund.
  • Proactively manage advice calls and assigned case files and work effectively to deliver within agreed SLAs ensuring maximum efficiency is achieved whilst providing an excellent service to the member.
  • Manage informal complaints / expressions of dissatisfaction to achieve first touch resolution for our members and in accordance with policy standards and process ensuring fair outcomes for members, the membership fund.
  • Using the most appropriate channel of communications, keep members regularly informed ensuring the advice and support reflects policy, relevant codes of practice, is technically accurate and with outcomes delivered in a professional and empathetic manner.
  • Build key relationships with internal and external stakeholders as necessary, liaising on cases to enhance quality service and outcomes for members.
  • Identify and report risks and issues identified within Advisory Services and Case Handling and across MPS to enable resolution and mitigation of potential impact on MPS, members and colleagues.
  • Support the management of external and internal stakeholders by advocating the service delivered by MP&S; contribute with technical input into articles, webinars and presenting at conferences, teach ACM essential skills etc, as required.
  • Knowledge of medical/dental law and ethics, and regulatory environment, policies and procedures
  • Legal or medical / dental qualification
  • Experience in healthcare or legal background
  • Excellent interpersonal skills and the ability to demonstrate empathy and manage difficult conversations
  • Customer service / member management
  • Management of claims / cases of varying complexity
  • Investigative and analytical skills to provide a pragmatic approach to problem solving

Package Description:

  • Annual performance based bonus up to 15%
  • 25 days Annual Leave plus national public holidays and additional State and Territory public holidays
  • State and Territory holiday trading option
  • 14% Superannuation contribution
  • A range of shopping discounts, exclusive codes and cashback deals on purchases for a wide range of retailers
  • Financial wellbeing support
  • Wellbeing support
  • Contribution towards Life, Income Protection and Medical Insurance

About the Company:

Medical Protection Society (MPS) is the worlds leading protection organisation for Doctors, Dentists and healthcare professionals.

We protect and support the professional interests of almost 300,000 Members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.


We are a not-for-profit organisation, meaning our Members premiums are either invested into bettering the organisation, its employees and our products, or kept safe should our Members require support for complaints or claims arising from professional practice.


Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place.

We also actively campaign for regulatory and legal reforms that benefit Members and the wider healthcare professions.


To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support.

We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Members best interests are at the core.

Medical Protection Society

Attached documents:

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