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 (Income Protection) 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 (Income Protection) 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 sustainable return to work outcomes.
Job Description 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 recovering 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 to provide appropriate recommendations.
Identifying and appropriately recording all possible cases of fraud.
Minimizing dispute escalation to Complaints Officer through the correct and fair settlement of claims.
Desired Skills and Experience About you
With 3 years plus proven prior experience as a case manager (or similar), you will have a passion for 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 with experience 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.
NCEA qualification or higher in accounting, Health, Financial Services or Insurance industry related experience is desirable.
About Us
Fidelity Life is 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. It's easy to talk that talk, but we are already walking the walk - using smart technology, data & insights, and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs. We're also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau.
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