Here at IMG we are pleased to announce that we are looking for a Health Claims Handler working on Hybrid or Remote Basis reporting out of our Cardiff Office on a permanent contract working on a Full Time Basis, Monday to Friday with a competitive salary of £23,000 - £25,000 (Depending on Experience). Our Claims Handlers work alongside our 24-hour assistance and medical teams providing support and a high degree of customer service to insured members with international private medical insurance claims.
As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®.
The role will be to assist with the management of claims from first notification and preauthorisation through to payment of provider invoices and member reimbursements. Additionally, Claims Handlers are required to assist with answering inbound correspondence via calls, chats and emails, reporting to clients and financial updates as needed.
The role requires that claims are processed accurately and efficiently within the policy terms and conditions, determining insurance coverage and benefits available, as well as investigating and resolving queries on new and previously adjudicated claims. You will be required to interact with insured members, medical providers, underwriters and other third parties by phone and email. You will need to maintain quality standards and ensure outcomes are compliant with policy terms and conditions and are handled within regulatory requirements.
This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.
What does a day in the life of a Health Claims Handler look like:
Always represent our clients and IMG in a professional manner and deliver a high degree of customer service to all insured members.
Review and adjudicate all claims to determine coverage within the policy terms and condition to ensure prompt decisions and settlement of eligible claims.
Adhere to all internal processes and procedures to ensure treatment received meets the policy requirements and accepted medical standards, and that all costs incurred are reasonable and customary.
Work closely with the Preauthorisation team and Medical team to monitor and update ongoing treatment plans for members and ensure that the underwriters are kept informed of a claim’s progress as required.
Assist with inbound calls in relation to claims, general policy queries and explanations of benefits where required. Notify the Preauthorisation team of any preauthorisation requests received.
All claims and correspondence must be answered promptly and within SLAs, providing the highest level of customer service at all times.
Be responsible for managing individual workload and productivity, ensuring daily feedback is provided to the management team. Notify the management team of any training and development needs.
Notify all complaints in a timely manner to management and the Quality Assurance team, and ensure all complaints are dealt with promptly and in line with the internal process and regulatory requirements.
Identify, notify and investigate any potentially fraudulent claims, legal threats or suspected data breaches in line with the internal processes and regulatory requirements.
Provide feedback to the management team and assist in the development of standard operating procedures and internal processes to ensure efficiency and a smooth customer journey.
Complete any further tasks deemed appropriate by your line manager and/or the Management Team.
What We`re Looking for:
Experience of working within a healthcare setting, handling travel, medical or personal accident claims.
Experience of private medical insurance or international private medical insurance would be an advantage.
A high degree of accuracy and attention to detail with excellent numerical skills.
The ability to work well both independently and as part of a team.
The ability to follow processes and efficiently collect and process data in a friendly and professional manner.
Able to demonstrate good critical thinking and problem-solving skills.
Excellent written and verbal communication skills, understanding that all correspondence is remote, and many our insured members are not English mother-tongue.
A calm, diplomatic, open and professional approach, with the ability to handle enquiries from all parties, VIPs, insured members and underwriters alike.
PC skills with a good knowledge of Microsoft packages, ideally with advanced knowledge of MS Teams, Outlook, Word and Excel.
Able to demonstrate exceptional customer service in-line with our service expectations and goals.
What do we offer:
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, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
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