Health Claims Administrator

Our Administrators work alongside our International Private Medical Insurance (IPMI), Travel & Medical teams providing general administrative support to various business functions. This will include supporting our ALC and IMGE product lines to assist withpolicy related queries as well as supporting our Claims Handlers and Case Managers who are assisting members wishing to claim on their insurance policies.

You will be the front line for IMG and our growing number of international clients, and as such must present yourself well through all channels of communication, internally and externally. Lastly, you must have the ability to stay calm under pressure andthe desire to work in a fast-paced environment.

**Responsibilities**:
The Administrator will:

- Provide the highest level of customer service to both internal and external clients
- Ensure all internal and external communications are dealt with in a professional, disciplined and courteous manner at all times
- Empathetically manage all enquiries from patients, their relatives and providers on claim related matters in a prompt, courteous and professional manner
- Always demonstrate a sense of urgency, being able to prioritise tasks in favor of customer satisfaction and adherence to internal protocols
- Be fully familiar with the claim management systems and ensure all information obtained during a claim is properly documented
- Be familiar with IMG’s service standards and ensure that any assistance provided is done so in accordance with these
- Accurately allocate all correspondence and documentation to the relevant claims and assign tasks to ensure the correct flow of claims through to the Claims Handlers
- Provide guidance and assist members to submit and view the details of their claims using our online customer portal
- Oversee payment queries and manage to resolution with support from Claim Handlers
- Bring to the attention of a Team Leader, Supervisor or Manager any failures or development opportunities regarding the claim management and telephone systems
- Bring to the attention of a Team Leader, Supervisor or Manager any claim that is likely to be contentious or that will potentially result in a serious complaint
- Bring to the attention of a Team Leader, Supervisor or Manager any claim that involves the media or a VIP
- Highlight any areas of concern to a Team Leader, Supervisor or Manager
- Carry out any other tasks as agreed with a Team Leader, Supervisor or Manager

Knowledge Skills Abilities (requirements)

We are looking for an individual with the following areas of expertise:

- Fluent spoken and written English
- Excellent written and oral communication skills, delivered in a clear and professional manner
- Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement
- The ability to work under pressure as part of a close-knit team
- Good organisational skills, the ability to prioritise workload and use own initiative
- A diplomatic open style and approach and the ability to demonstrate customer led thinking
- A high degree of accuracy and attention to detail
- Proactive approach to work and analytical problem-solving skills
- Ability to identify when it is appropriate to escalate a problem

Preferred Skills
- Previous customer service experience and/or experience of the private medical insurance industry and claims processing would be an advantage
- Language skills would be desirable but not essential; in particular German, Spanish, Japanese, Mandarin or Cantonese

Additional Notes
- To promote our company ethos of service excellence and to contribute to the development and achievement of the Operations Department strategy
- To work as an integral part of the Operations Team in order to achieve the departmental targets and goals
To provide the highest level of customer service to both internal and external clients
- IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, genderidentity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law._