Income Protection and Critical Illness Case Manager

Job description

Job Details

Role Sector: Claims

Hours Per Week: 35

Salary Range: £ Flexible depending on experience

Additional Benefits: Pension, generous holiday allowance plus many more

Role Description

An exciting opportunity has arisen for a number of Claims Assessors within our Income Protection & Critical Illness Claims Team. We are based in Hampshire Corporate Park in Eastleigh.

As a team, we handle approximately 1,750 new enquiries per year, in addition to managing our existing portfolio of claims. We also handle approximately 600 new Critical Illness enquiries per year. We are tasked with assessing our customers’ needs and offering support through intervention, rehabilitation and claims services as appropriate.

Following the successful merger with Friends Life, we are looking to expand our team to meet the needs of our growing customer base. We are looking for adaptable and enthusiastic individuals who enjoy the challenge of working in a busy office environment.

About the Role

Salary:

·  Starting from £18,000 (depending on experience)

Benefits:

·  Annual performance related pay & bonus
·  Staff Pension Scheme
·  25 days holiday (+ bank holidays)
·  Flexible Benefits as per My Aviva Flex

As a multi-disciplined Claims Assessor, the main purpose of this role is to provide our corporate customers’ with support when their Employees are experiencing some level of disability or impaired functioning that impacts their ability to work. This support may be pre-absence, during absence, during return to work, or throughout longer term or permanent absences.

You will manage your own portfolio of claims, providing support and continuity of care for both Employer and Employees. You will be expected to collaborate with a team of peers to ensure best outcomes for the customer using a multidisciplinary approach; including rehabilitation, motivational interviewing, case management, claims assessment and relationship management.

In addition you will be expected to medically and financially assess Critical Illness claims.

Many of the claims you manage will be complex, sensitive and require high levels of empathy; the nature of our work means that you are often supporting individuals that are undergoing treatment, financial difficulties and sometimes life-changing circumstances.

You will need excellent interpersonal skills and demonstrate the ability to communicate decisions in a clear and compassionate manner, whilst also recognising the terms of the contract.

Training will be provided both on a 1:1 basis and through peer coaching.

Key Responsibilities

·  Manage and develop a relationship with our corporate customers, brokers/IFAs, third parties, suppliers and other areas of the business; with the potential of face to face visits
·  Manage a portfolio of new and review cases; providing a full rehab and claims support where appropriate; pulling on expert support where required
·  Confidently discuss complex and sensitive medical information in depth with customers at an early stage
·  Request and interpret medical, financial and occupational information, as necessary to provide the right support at the right time
·  Provide an exceptional standard of customer service, both written and via the telephone
·  Demonstrate ongoing insight into relevant industry and Aviva developments, supporting any changes to process, practice or philosophy
·  Demonstration of ability to accurately record, identify and analyse scheme trends and produce MI to share with our customers and the industry where applicable

Experience, Skills & Qualifications

·  Educated to GCSE Level or equivalent
·  Experience in managing life/disability/protection/critical illness claims is desirable, although not essential
·  Proven track record in successfully managing relationships with customer or suppliers
·  Excellent telephone capability with the desire to promote customer contact as a key tool in claims management
·  An understanding of how health, social and economical issues might influence an individuals response to illness and the course of their recovery
·  Sound judgement and decision making skills; confidently able to explain reasoning behind decisions and negotiate with customers
·  Ability to analyse evidence and take appropriate action
·  Proven ability to work on own and as part of a team
·  Good planning, negotiation and organisational/time management skills
·  Knowledge of the industry (Income Protection/Permanent Health Insurance/Disability Claims/Group Risk/Critical Illness) would be desirable but is not essential
·  Adaptability, resilience and desire for continuous personal development in an environment of healthy and appropriate challenge

How to Apply

To discuss the role in more detail please contact Judith Doyle on 07800 691 578.