Claims Queries Officer

Key Responsibilities

• Handle incoming queries from healthcare providers via phone, email, and other communication channels.
• Provide accurate and timely information in response to provider inquiries.
• Escalate complex queries to appropriate departments or senior staff members as necessary.
• Maintain detailed records of all queries and their resolutions.
• Identify areas for improvement based on query analysis and feedback.
• Communicate clearly and effectively with healthcare providers, ensuring a high level of satisfaction.
• Collaborate with internal teams to resolve issues and provide comprehensive responses to providers.
• Keep providers informed about updates, policy changes, and other relevant information.
• Participate in training and development activities to stay current with industry standards and company policies.
• Adherence to internal procedures and guidelines, client service agreements and compliance & regulatory standards
• Take ownership of each query ensuring all aspects of the query are answered right first time, eliminating rework and increased customer effort
• Provide clear, concise and accurate responses in a professional manner, including internal and external information transfer
• Provide direction, next steps and clear expectations to the client where a query involves further investigation or requires further information
• Contribute to the team and department SLA ensuring queries are managed efficiently and effectively
• Exhibit a proactive approach to the clients, ensuring an ongoing focus on enhancing the customer experience through process improvements and simplification
• Ensure accurate recording and Categorisation of all queries in the system.
• Support department and colleagues to ensure overall business targets are achieved
• Other Ad hoc duties as required
• AI READINESS Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use

Key Requirements

• Bachelor’s degree in any Medical field, Paramedical, Finance, Business Administration, Insurance, or a related field preferred.
• With 2 years experience in a customer focused environment, ideally in clinical, paramedical roles or TPA or insurance roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to prioritise workload and manage time effectively
• Experience in claims processing
• Legally permitted to work in the country of operations.
• Hybrid working option available as per business requirements.

Key Benefits

• Allianz Partners is a world leader in B2B2C insurance and assistance.
• Offers global solutions that span international health and life, travel insurance, automotive and assistance.
• Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
• Our products are embedded seamlessly into our partners’ businesses or sold directly to customers and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.
• Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.
• We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo.