Veterinary Claims Officer (Vet) at Hollard Insurance

ROLE RESPONSIBILITIES:

Customer Experience

•  Support the continuous improvement of Customer Experience by understanding and ensuring our existing and new customers’ expectations are met or exceeded.
•  Liaise with internal and external stakeholders including customers and other veterinary professionals to resolve claim queries and disputes in the most efficient and timely manner with focus on customer satisfaction and first contact resolution.
•  Interpret medical records and apply clinical knowledge to commercial scenarios.
•  Ability to explain medical concepts in layman terms to internal and external stakeholders verbally and in writing.
•  Assess and manage GapOnly claims till completion
•  Assist with claims assessing and auditing of high value claims when required.
•  Adhere to expected KPIs and targets in a high-quality standard.
• Ensuring they are able to contribute to PetSure’s profitable growth by:
•  Contribute to PetSure’s profitable growth by developing a pipeline of potential customers and managing existing partners to maximise
• performance.
•  Recognise trends from daily operations to identify areas of continuous improvement to optimise customer satisfaction and product growth and provide feedback to Team Leader.
• Build strong relationships and work collaboratively to strengthen service delivery across all business units and to our external partners.
•  Ability to work independently and as part of a team.
•  Provide technical support to the Client Services Team and Claim Services Team with veterinary and claim related questions.
•  Identify new areas for learning and personal development to remain up to date with product changes.

Required Knowledge and Experience    

• Minimum One year Clinical experience in veterinary field or other relevant industry experience
• Have knowledge of and be able to advise on all aspects of the PetSure’s products and claim related queries.
• Essential:
• Excellent communication skills (verbal and written) and ability to handle conflict situations
• Ability to interpret medical records and apply clinical knowledge to scenarios in a commercial setting
• Organised with ability to multi-task and work under pressure
• Strong interpersonal and relationship management skills
• Strong attention to detail
• Excellent problem solving skills
• Intermediate Microsoft Office Skills
• Good mathematical skills

Desirable:

• Understanding and knowledge of the insurance industry
• Commercial acumen

Educational Requirements    

• Veterinary Science Degree