Claims Coordinator

Job Posting End Date: September 28

Who are we?

We’re a specialist employee benefits provider, striving to create healthy, happy workplaces. As part of the international Unum Group, we’re on a collective mission to help the working world thrive.

The role

What will you be doing?

Provide excellent customer service to both internal and external customers and key stakeholders, in all aspects of Claims Administration and ensure all administrative tasks are actioned within agreed Service Levels, whilst maintaining the highest level of customer satisfaction and accuracy.

What will you bring?

Key Accountabilities

• Complete all administrative tasks including claim registrations, processing medical fees, issuing claim packs, producing and issuing escalation, termination and payment letters, processing and chasing medical and non-medical information requests, processing data amendment requests, indexing post, indexing and managing enquiries through in house systems, processing unallocated (Orphan) work items though in house systems, managing group mailboxes, and processing filter sheets, and other claims administration tasks as requested.
• Manage incoming Broker and customer calls through the Group telephone line. Action ad-hoc customer requests. Action out of hours voicemails.
• Responsible for the administration task for Rehab including processing rehab referrals, processing and coordinating the setup of group workshop (On Course) requests, processing and coordinating the setup of specialist assessment referrals
• Responsible for the Total and Permanent (T&P) and Extended Duration (EDU) Long-Term Claim blocks. Investigate T&P and EDU claims, reaching a decision as to ongoing liability and continued validity through the application of medical knowledge and the accurate interpretation of policy documentation, proactively identifying and obtaining all information necessary and setting clear management plans. Submit for roundtable review and assessment.
• Deliver exceptional customer service, through customer expectation management and monitoring and where required action any customer feedback
• Manage conflicting demands and prioritise actions accordingly.
• Identify process improvement which creates efficiencies linked to cost to service, customer experience or team productivity.
• Understand how Conduct Risk, Treating Customers Fairly, Consumer Duty, Risk Management and Solvency II Systems of Governance relate to both the role and the divisional activities and highlight any opportunities for improvement.
• Ensure the continued protection of Unum’s information, by following all applicable Information Security policies and procedures and by reporting suspected weaknesses in information security controls to the Information Security Officer.
• Comply with Unum’s Code of Conduct and other Company Policies and Procedures as appropriate to the role.
• Live the Unum Leadership Expectations and values.