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About the Role
This role is responsible for delivering claims service by accurately assessing policy coverage, investigating, evaluating, and negotiating assigned cases to resolution. It involves guiding individuals through their recovery journey after a motor vehicle accident and getting them back on track.
Responsibilities
- Manage inbound and outbound calls, providing critical support to customers in a fast-paced environment.
- Independently oversee a substantial portfolio of personal injury claims, supporting injured customers.
- Liaise with a wide range of stakeholders.
- Ensure the prompt approval of essential treatments and services.
- Conduct thorough reviews of each incident to determine policy coverage.
- Ensure that all reasonable and necessary medical expenses related to claimants’ injuries are processed and paid without delay.
- Maintain strong, professional relationships and clear, consistent communication with customers, medical providers, and colleagues.
- Directly liaise with healthcare providers to coordinate care, confirm coverage, and guarantee that claimants receive the services they need in a timely manner.
- Assess and facilitate compensation for outstanding and anticipated medical or care expenses.
- Manage claims related to loss of income or other impacts on the claimant.
- Keep precise and comprehensive records.
- Consistently meet strict deadlines.
- Ensure full compliance with all company policies, industry regulations, and legal requirements.
Requirements
- Experience in insurance claims, including Workers Compensation or CTP, legal, or allied health roles.
- Ability to thrive in environments with high call volumes and rapid pace.
- Demonstrated ability to manage inbound and outbound calls efficiently, maintaining composure and delivering critical support in fast-paced situations.
- Unwavering commitment to helping others, approaching challenging circumstances with a positive, solutions-focused attitude.
- Exceptional communication with articulate and professional verbal and written exchanges.
- Dedicated to providing outstanding service, placing customers’ needs at the centre of every interaction.
- Confident in making sound decisions, staying calm under pressure, and taking ownership of results from start to finish.
- Skilled in active listening, guiding customers with empathy and patience through each step of the claims process.
- Quick to master new computer systems and technologies.
- Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
Skills
- Case Management
- Claims Management
- Claims Settlement
- Critical Thinking
- Customer Service
- Data Privacy
- Detail-Oriented
- Emotional Awareness
- Insurance Policies
- Intentional collaboration
- Managing performance
- Prioritization
- Problem Solving
- Risk Assessments
- Standards Compliance
Location
- Parramatta (NSW)
- Lismore (NSW)
Work Type
- Full time
- Employee
- Permanent
- Hybrid
Benefits
- Hybrid Working – a mix of working from home and in the office
- Free holistic wellbeing coaching
- Nutritional advice
- Confidential counselling
- Financial advice
- Legal advice
- Life Leave
About the Company
- QBE is an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions.
- Our product portfolio includes property, motor, crop, energy, marine and aviation.
- We employ a team of around 13,000 people in 26 countries around the world.
Equal Opportunity
- QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
- We are committed to an inclusive workplace where everyone feels valued and respected for who they are.