Claims Administrator - Witbank at Rand Mutual - RMA

WHAT WILL YOU DO?

Claims Administration:

• Acknowledgement of claims upfront, distinguish between minor and serious injuries and products
• Communicate and articulate the claims process and requirements to the claimants and employers, as pre-defined processes
• Refer / channel claims to relevant departments
• Gather information, send follow-ups and reminders on outstanding claims documents
• Prepare, scan, and index internal and external documents i.e. medical reports, invoices, investigation reports, images, received from clients according to company procedures and Service Level Agreement
• Organise scanned documents on the local network
• Identify and edit/correct the legibility of scanned documents
• Analyse documents received to produce the appropriate shades and best resolution in scanned reproductions
• Ensure that there are no duplicate documents uploaded on the system on an ongoing basis
• Assist in checking the eligibility and validity of the Employer
• Perform any other ad hoc duties as assigned
• Provide backup services for team members
• Capture Temporary Total Disablement for payment.

Query resolution:

• Manage and resolve customer enquiries
• Identify and escalate priority issues
• Act as backup for the Contact Centre for email\calls overflow and during system downtime.

Branch / Team Administration:

• Carry out all office planning on a regular basis, as issues arise, or in advance of anticipated needs
• Continuously ensure proper housekeeping, safety and security of the Rand Mutual Properties
• Compiling records of office activities i.e. keep an electronic and manual register of walk in clients
• Order and maintain relevant office supplies
• Arrange team meetings and distribute minutes.

Customer Service:

• Regularly communicate and liaise verbally and in writing with customers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions
• Manage walk-in queries as and when required in line with the RMA Service Catalogue
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Provide customers with accurate product and service information in an efficient manner
• Update existing customer personal information
• Deal with all customers in a professional and empathetic manner
• Assist stakeholders with using the correct processes for logging their queries.

Reporting on progress:

• Using appropriate templates and channels to report progress as and when required.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 5 Higher Certificates and Advanced National (vocational) Certificate in business administration or commerce
• 2-3 years clerical, scanning and indexing experience required
• Data-entry experience and good typing skills
• Additional insurance related qualifications or training will be advantageous
• Knowledge of administrative and clerical procedures
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practice
• Good Administrative skills
• Deadline driven
• Additional insurance related qualifications or training will be advantageous
• Insurance and/or Medical Aid experience
• Knowledge of Claims processing, approval.