Claims Advisor (Vet) at Hollard Insurance

Job Advert Summary    
Hello… exciting new opportunities have just become available in our PetSure Services South Africa Division . We are looking to recruit Claims Advisors (Vet Nurses)

• The purpose of the Claims Advisor is to utilise your passion for animals to ensure a smooth process and positive claims experience for our clients, their pets and vets. Primarily responsible, although not limited to managing complex claims until completion. A Claims Advisor is seen as a hard working individual, willing to go the extra mile for our customers. You will communicate with our customers on a daily basis through all mediums and liaise with the Client Service Team and Claims Assessors to ensure all claim decisions are made in a correct and timely manner.

ROLE RESPONSIBILITIES

• Strives to provide the best possible experience for the customer with a consistent, timely and effective service:
•  Responsiveness - Minimise the time taken for a claim to be processed by taking ownership of customer’s claims identified as “complex” and taking all steps necessary to finalise them in a correct and timely manner.
•  Responsibility – Deliver an optimum claims experience for the customer. This includes liaising with Clients and Veterinary Clinics to obtain required documentation in order to process claims including but not limited to consultation notes, full vet histories, pathology reports, invoices, and radiology reports
•  Right first time – Ensure the correct decision is made and communicated clearly on all claims
•  Proficiency – completes Pre-authorisation tasks to a high-quality standard. Assessment is made accurately and within the desired timeframe.
•  Embracement of the digital journey – Supporting our customers by driving greater digital adoption and communications
•  Working as part of the greater GapOnly team to take our customer experience to the next level in claims assessment and processing times.

Ensuring they are able to contribute to PetSure’s profitable growth by:

•  Ensuring quality of an impeccable level.
•  Understanding the needs of our Pet Parents.
•  Demonstrate problem solving & innovation
•  Providing ideas for improvement with the intention of assisting the claims department and PetSure as a whole.
•  Using your technical knowledge to provide advice and assistance to the Client Service team and Claims Assessors.

Build strong relationships and work collaboratively to strengthen service delivery across the business.

•  Effectively manage your day to day workload.
•  Strive to exceed communicated objectives.
•  Take ownership of your development and reaching self-maintained goals.
•  Have open and honest communication with your team leader.
•  Willingly seek out feedback around performance and challenge yourself based on the results.
•  Show flexibility during times of change.
•  Participate in the sharing of knowledge within your immediate peer group and the wider business.
•  Celebrate success with your peers.
•  Show a passion for addressing shortfalls in a timely manner and within policy guidelines.
•  Show enthusiasm for helping other areas of the business during time of need including lodging and assessing claims.

Required Knowledge and Experience    

• Ability to support in the mentoring, training and development of staff is desirable
• Experience in the veterinary field is essential
• Demonstrated history of meeting performance baselines is essential
• Proven experience at developing and maintaining relationships with colleagues and customers
• Understanding of insurance claims and business requirements.
• Demonstrate drive and willingness to adapt to change.
• Intermediate Microsoft Office skills.

Educational Requirements    

• Formal qualification in Vet Nursing.