360Health Recovery Specialist

at  MetLife

Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
31-Jul-2024
Job ID
3773

DESCRIPTION AND REQUIREMENTS

The position will be responsible for supporting the Customer and Marketing team deliver 360Health to MetLife customers and supporting best practice claims Management within the Claims Department of MetLife Operations. Key activities include:

• Providing key strategic recovery solutions to high value claims.
• Driving performance outcomes, managing cases with external rehabilitation engagement.
• Contributing to the strategic intent for the business with a continued focus on optimising customer experience and recovery.
• Proactive involvement in supporting Early Notification, Intervention and Recovery activities.
• Embedding the 360Health proposition with key strategic relationships, employers and partners.

The Recovery Specialist will work closely with Case Managers, Team Managers and Claims governance to deliver best practice recovery services and foster the best health outcomes for MetLife Customers. The role will play a key part in fostering the growth and awareness of the 360Health proposition with MetLife’s funds, employers and partners. They will work to actively promote and embed early notification and intervention principles to support the embedment and adoption of these principles and processes. The role will be responsible for managing the utilisation of external rehabilitation including costs and outcomes within a targeted portfolio.

ESSENTIAL BUSINESS EXPERIENCE AND TECHNICAL SKILLS

Required Experience:

• Tertiary qualifications in occupational therapy, physiotherapy, nursing, social work, rehabilitation, psychology, or associated allied health;
• Exceptional understanding of disability case management and injury management experience;
• Experience in consulting with claimants, employers and medical providers to develop recovery plans;
• Proven experience in assessing and proactively managing recovery/rehabilitation and return to work strategy in the context of insurance claims;
• Demonstrated understanding of how strategic claims management contributes to customer and commercial outcomes
• Demonstrated ‘team player’ attributes such as ability to shares knowledge, contribute positively and consistently to both team and MetLife culture whilst supporting and assisting others;
• Excellent time management and ability to prioritise work, in an evolving environment, with minimal supervision;
• Excellent written and verbal communication skills;
• Problem solving ability and attention to detail, strong ability to record information accurately;
• Passion for helping people and making a difference – a strong customer focus;
• Strong coaching and mentoring skills with the ability to influence and build relationships with all levels of the workforce;
• Flexibility and desire to accept, embrace and promote change;
• Ability to manage multiple and conflicting priorities;
• Displays empathy, resilience and a drive for results with an outcome-focus;

Preferred Experience:

• Occupational Rehabilitation experience desirable
• Strong stakeholder management skills
• Strong communicator including the development and delivery of presentations
• Strong influencing skills and stakeholder co-ordination skills;
• Experience with the development and delivery of presentations;
• Case management experience/ technical capacity across both IP and TPD product lines;
• Excellent computing skills and literacy (Word, Excel etc.);
• Demonstrate an understanding of legislation, life risk products.

KEY RESPONSIBILITIES

Offer clinical and occupational recovery expertise to support claims duration management and customer recovery outcomes. Understand, promote and advocate for the 360Health offering in both operations and customer facing channels.

This includes:

• Reviewing recovery strategies with claims teams, championing best practice, evidence-based claims management strategies, as well as providing injury management/ vocational rehabilitation coaching and support to claims teams;
• Coaching and mentoring case managers to drive proactive, positive claims outcomes;
• Managing a portfolio of cases requiring intensive recovery input including external rehabilitation with a return to health and work focus;
• Attend claim review meetings with key stakeholders to promote recovery activities and be a SME for any absentee management concerns for the employer or partner;
• Attend key stakeholder meetings or events to represent 360Health, present and/or champion the capability of the proposition
• Developing and delivering learning and development solutions to expand MetLife’s capability;
• Driving innovative thinking through the generation of service, process and organisational ideas in order to develop continuous improvement initiatives to effect positive commercial outcomes;
• Monitoring external market for trends and changes within the insurance industry, including injury management, relative to the Commercial Claims business;
• Developing a casebook of positive case studies for marketing and new business support.

The position will be responsible for supporting the Customer and Marketing team deliver 360Health to MetLife customers and supporting best practice claims Management within the Claims Department of MetLife Operations. Key activities include:

• Providing key strategic recovery solutions to high value claims.
• Driving performance outcomes, managing cases with external rehabilitation engagement.
• Contributing to the strategic intent for the business with a continued focus on optimising customer experience and recovery.
• Proactive involvement in supporting Early Notification, Intervention and Recovery activities.
• Embedding the 360Health proposition with key strategic relationships, employers and partners