Find More Than 10K+
United Kingdom Jobs

Job description

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do. It’s the reason we love rolling up our sleeves and getting down to work – and it’s why we’re so successful. It takes an entire team to stand behind something big. Interested?

About Crisis24

Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Operations added to our Integrated Risk Management portfolio of services. With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice and claims, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers – a truly combined medical and security risk management industry leader.

Purpose of the Role

• Combine passion, expertise, and capability to deliver a high quality, personalised service.
• Drive continuous improvement within the department through audit findings, process review, action plans and through training and guidance on operational initiatives.
• Manage the workload in the department ensuring that claims are within service standards as agreed with the Global Operations Director.
• Motivate the claims team; drive their engagement, provide excellent communication, continually building on training and productivity.
• Ensure claims are settled in accordance with the terms of the policy and that cost containment and leakage reduction measures are applied and recorded.
• Maintain professionalism whilst ensuring that all communication is timely and jargon free.

Key Responsibilities

• Whilst providing excellent customer experience and ensuring seamless delivery, develop skills and knowledge in the department, to ensure the quality and quantity of work is of an excellent standard.
• Identify, suggest, and deliver improvements that will drive cost improvements (cost containment), improved customer experience and improved efficiency.
• Develop and manage statistic/trend error reporting, feedback and coaching records, action and remedial plans, and cost impact tracking.
• Complete file audits on the proportion of claims per team member per month and ensure that results are recorded and acted upon.
• Provide training to our medical assistance team to improve their claims knowledge, when out of pocket expenses are involved in assistance cases.
• Be the primary technical referral point within claims.
• Ensure all communication is accurate and correctly represents Crisis24.
• Coordinate the day-to-day running of the department to include work allocation, annual leave, absence, timekeeping, huddles, 121s, meetings and staff training.
• Ensure performance measures are in place at individual and team level and that this information is fed into the performance management framework.
• Validate and authorize high cost or complex claims.
• Adhere to and enforce departmental and company rules and all relevant legislation.
• Liaising and actively engaging with our commercial team and our various clients, ensuring that all communication is an excellent representation of the department, whilst developing strong working relationships.
• Additional responsibilities as determined by business and departmental needs.

Knowledge, Skills and Experience Required

• High level of technical, process and systems knowledge.
• Knowledge and experience in handling high-cost international health claims.
• Ability to define audit requirements, conduct claims audits and provide appropriate feedback.
• Knowledge of global healthcare trends, particularly in relation to cost containment.
• Ability to analyze and interpret data and deliver appropriate changes.
• All round excellent communication skills (empathy, rapport building, influencing, negotiation, including ability to manage challenging communication, achieving desired result).
• Works well under pressure with excellent prioritization skills.
• Ability to use Microsoft Office applications, Excel, Word, PowerPoint etc.
• Reliability in attendance, quality and quantity of work, attitude, and versatility.
• Solutions driven with a positive approach to achieving results.
• A good team player builds strong local and remote relationships.
• A detailed knowledge of international private medical insurance claims is essential.

Benefits

• 25 days holiday plus Bank Holidays
• Group Life Insurance
• Employee Assistance Program
• Incentive Bonus Scheme
• Group Pension Scheme

Working Pattern

The department currently operates from 9am to 5pm on shift pattern Monday to Friday. This could increase to include weekends; all applicants must be available to work shifts.

Please note only those eligible to work in the UK or have a valid UK work permit/visa will be considered for this vacancy.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.