Claims Handler

Responsibilities

• Call and Correspondence (including Electronic Mail) Handling.
• Handle all customer calls and emails enquiries promptly and efficiently.
• Ensure delivery of exceptional customer experience throughout all communication channels.
• Obtain all necessary information from the caller to register new claims and secure an accurate understanding of the claims circumstances and inform the client, in accordance with department guidelines, of the correct procedures to submit or progress a claim.
• Accurately record case data and ensuring proactive case progression.
• Claims Assessments Proactively handle all claims assigned optimising ongoing file ownership, where possible, to final resolution.
• Assess claims promptly and efficiently using up to date and most appropriate methods such as tele-claims and conversational claims.
• Investigate, negotiate and settle claims within an agreed authority level, KPIs and timeframes, ensuring fair settlement of valid claims, referring to any applicable Claims Philosophy outlined by departmental processes.
• Effectively communicate decisions to customers and provide a clear and understandable explanation of claims decisions and case status.
• Handle complex cases and customer complaints within business guidelines, escalating cases in line with departmental processes.
• Investigate and / or referral of potentially fraudulent claims.
• Take all steps and precautions to minimise leakage.
• Preparation of quotes for dental treatment plans.
• Liaison contact with network dental practices.
• To escalate Network issues as appropriate with full case background.
• Medical Assistance -Managing all assistance cases from beginning to end, where possible, professionally and consistently.
• Accurate data captured against claim, to include obtaining of estimate of costs for accurate reserving.
• Liaison between agents, medical facilities and providers worldwide.
• Provide updates in a timely manner to operational management on high profile and/or high cost cases and escalate any serious or cases of concern, as appropriate.
• Promote the best image of the Company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures. Maintain the highest level of personal conduct.
• Understand and follow departmental procedures and processes and participate in initiatives and contribute to the continuous development of the claims process by identifying opportunities for product development and process improvement.
• Accurately report and adhere to quality and KPI metrics on a monthly basis by implementing development needs as communicated by the Quality Team Develop and utilise specialist knowledge, skills and appro

Benefits

Additional Information

Recruiter for this role: Elaine Wallace Job title Claims Handler Location Kells Department IPMI Team Reporting to Operations Team Leader Company Collinson is a global loyalty and benefits company. We use our expertise and products to craft customer experiences which enable some of the world's best known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allows us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need. While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. We take our 30 years' experience working with these kinds of household names in over 170 countries, and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers. Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives. Purpose of the job To provide medical assistance services, and to assess and settle IPMI insurance claims promptly and efficiently, whilst providing an excellent level of customer service at all times. This role requires high standard of customer engagement through prompt and proactive responses to all claims phone and email queries, whilst adhering to strict deadlines and service level agreements. This role includes effectively and professionally managing assistance cases and will involve a high level of contact with external professional service providers globally.

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