Senior Case Manager

Permanent fulltime opportunity
- Life, Health and Trauma cover
- Great team environment

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 in the Income Protection space to support us on this journey. This is a full-time permanent role, with flexible working options available.

Reporting to the Claims Operations Manager - IP Active Case Management 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. This role will proactively coordinate and implement appropriate vocational rehabilitation strategies with customers and treatment providers to achieve a sustainable return to work outcomes. You will have the opportunity to engage in the Active Case Management Framework, an evidence-based approach that our Senior Case Managers utilise for provide and successful, sustainable return to work for our clients.

Some day-to-day responsibilities include:

- Reviewing and assessing 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.
- 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 Committee and Complaints Committee and providing 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 3 years plus proven prior experience as a Case Manager/Senior Case Manager (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.

To thrive in this role, you will also bring:

- NCEA qualifications in English and Maths
- Strong Microsoft office skills
- An understanding of financial accounting
- A bachelor level qualification in Health Science (E.g., Occupational Therapy, Nursing, Health and Sport Science, Physiotherapy) is desirable.
- Insurance and Financial services experience is essential
- Life Insurance claims background is advantageous

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.