Early Intervention Administrator at Discovery Limited

Key Purpose

• The Early Intervention Claims Administrator is responsible for managing scheme members or schemes within the ICB claims division with a focus on early intervention strategies. This role aims to mitigate long-term claims and improve return-to-work or stay-at-work outcomes by identifying and addressing potential issues early in the claim’s lifecycle. Additionally, the role emphasizes proactive client engagement to enhance customer satisfaction and support policyholders throughout the claims process.

Areas of responsibility may include but not limited to

• Relationship Management: Build and maintain strong relationships with service providers, brokers, and employers.
• Stakeholder Engagement: Facilitate early intervention enrolment by engaging with relevant stakeholders.
• Claims Administration: Manage and process all claims and queries related to cases in the early intervention process.
• Support for Case Management: Assist the case management consultant by preparing early intervention reports for members during client meetings.
• Protocol Development: Develop and refine early intervention protocols from an administrative perspective.
• Data Management: Capture, analyze, and manage early intervention data.
• Follow-ups: Conduct follow-ups with service providers, brokers, and employers to ensure smooth processing.
• SOP Management: Manage and adjust Standard Operating Procedures (SOPs) as needed.
• Reporting: Develop and report monthly team statistics, ensuring they are signed off by management.
• Mentorship and Coaching: Provide mentorship and coaching to administrators and new staff.

Personal Attributes

• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver
• Effective communicator
• Innovative thinking

Education and Experience

• Qualification: Medical training courses will be advantageous
• Advanced Microsoft Excel proficiency
• Minimum of 2 years of experience in claims administration, in the life insurance industry.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with stakeholders at various career levels, including service providers, brokers, employers, and internal team members.
• Interpersonal Skills: Strong interpersonal skills to build and maintain positive relationships with diverse stakeholders.
• Stakeholder Engagement: Proven ability to engage and collaborate with stakeholders at different levels of the organization, ensuring clear and consistent communication.
• Adaptability: Flexibility to adapt communication style to suit different audiences and career levels.
• Professionalism: High level of professionalism and the ability to handle sensitive information with confidentiality and discretion.
• Collaboration: Ability to work collaboratively with cross-functional teams and external partners.
• Absenteeism management
• Knowledge and practice of early intervention in the disability claims environment
• Training expertise for stakeholders in relation to policy and processes.