Senior Case Manager

3 weeks ago

Auckland City, New Zealand Fidelity Life Full time

Deal with an exciting array of varied cases
- Awesome flexible working options
- Join a supportive team

The Opportunity

As New Zealand’s largest locally owned and operated life insurer we have a clear, winning aspiration, built around transforming our industry through a customer lens and we're looking for an exceptional
**Senior**
**Case Manager **to join in our
**Income Protection team **to support us on this journey. This is a full-time permanent role, with flexible working options available

Reporting to the Claims Operations Manager the
**Senior**
**Case Manager** will be responsible for the timely, accurate assessment and ongoing management of income protection claims and the risk exposure to Fidelity Life. You will proactively coordinate and implement appropriate vocational rehabilitation strategies with customers and treatment providers to achieve a sustainable return to work outcomes in accordance with the Active Case Management Framework working alongside our dedicated Rehabilitation Adviser.

Some day-to-day responsibilities include:

- Reviewing and assessing complex claims in a timely manner. Verifying critical information and matching against policy terms and conditions to determine validity.
- Critically evaluating all relevant information, identifying issues, developing solutions and managing the decision process prior to processing and payment of claims (and claims related invoices such as medical fees)
- Liaising with relevant medical, external parties (e.g., ACC or Insurance companies) financial providers, reinsurers to obtain claim information/approval.
- Implementing appropriate rehabilitation referrals and following through suitable recommendations in accordance with Active Case Management.
- Communicating decisions (verbal & written) to clients that are clear and comprehensible
- Determining payment adjustments and recover over
- payments where appropriate
- Working with legal representatives on all legal cases within own levels of authority
- Presenting files to Claims Review, Claims Committee and Complaints committee to provide appropriate recommendation
- Identifying and appropriately recording all possible cases of fraud
- Minimized dispute escalation to Complaints Officer through the correct and fair settlement of claims

About you

With proven prior experience as a senior claim’s handler (or similar) you will have a passion in providing a seamless and supportive service, ensuring great customer outcomes on each occasion.

You will be an exceptional communicator with the ability to identify problems, manage conflict and come up with suitable resolutions. You’ll bring a high level of initiative and have excellent relationship management skills have experience with liaising with third party providers. You will also be open to ongoing professional and personal development as you grow within Fidelity Life and the Claims team. We want to help you be your best

To thrive in this role, you will also bring (but not essential):

- NCEA qualifications in English and Maths
- Strong Microsoft office skills
- An understanding of financial accounting
- NCEA qualification or higher in accounting, Health, Financial Services or Insurance industry related experience is desirable
- A bachelor level qualification in Health Science (E.g. Occupational Therapy, Nursing, Health and Sport Science, Physiotherapy) is desirable.

About Us

At Fidelity Life, we’re super proud to be New Zealand’s largest locally owned and operated life insurer. Our people are connected by our purpose to give New Zealanders certainty to live a more rewarding life; and by our aspiration to reimagine life insurance so we can protect even more New Zealanders.

We’re bringing our purpose and aspiration to life through an exciting customer led transformation. It’s easy to talk that talk, but we’re already walking the walk - building new data / insights and digital capabilities to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs.

We also know our future success requires us to step up and help New Zealand meet some big challenges - like responding to climate change and achieving better outcomes for communities who are being left behind.

So taking our lead from what our customers, people, partners, shareholders and the wider community expect of us, we’re exploring ways to be more community and environment aware, ensuring we contribute to a sustainable future for all New Zealanders.

In short, we have big aspirations and a big plan to deliver them - and we’re looking for people like you to help make it happen.

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