Claims Coordinator

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?

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.

Required Knowledge and Skills:

• Experience of administration processes
• Experience within a customer service environment
• Strong customer focused approach
• Experience of managing high workloads
• Ability to interpret information and make appropriate recommendations / take

appropriate action

• Good working knowledge of Microsoft Applications
• Excellent attention to Detail
• Good numeracy and literacy

Why join us?

At Unum, we’ve created a workplace where people feel supported to progress and grow, and can see their ambitions coming to life.

As a part of our commitment to creating an inclusive workplace, we actively encourage applications from those with disabilities and those with long-term health conditions.

If you meet the essential criteria for the role and choose to opt in to the scheme during your application, you will be offered an interview under the Disability Confident Scheme.

If you need assistance and/or reasonable accommodation due to a disability during the application or recruiting process, please send a request to[email protected].

We are proud to be a Disability Confident Employer.

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