APS6 Senior Complaints and Feedback Officer
at Comcare
Melbourne VIC 3000, Victoria, Australia -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 03 Oct, 2024 | Not Specified | 03 Jul, 2024 | N/A | Good communication skills | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
OVERVIEW OF THE TEAM
Claims Complaints and Feedback team sits within the Claims Management Group.
The Claims Complaints and Feedback team is responsible for enhancing the experience of Comcare’s claims clients including employees, employers and other stakeholders.
Claims Complaints and Feedback Team is responsible for leading and coordinating the Claim Management Group’s response and input to complaints associated with the management of workers’ compensation claims from the premium paying cohort. In addition, the team provides triage support of complaints across Comcare and a point of escalation for aggressive or suicidal callers.
Responsibilities:
The Senior Complaints and Feedback Officer contributes to Comcare’s purpose, Corporate Plan and claims management strategy and operating model by:
- Undertaking complaint assessments and working with internal and external stakeholders to resolve complaints relating to claims management.
- Deliver claims client support services in line with the claims management strategy including the achievement of claims management targets and contributing to successful completion of improvement projects. This includes monitoring claims management activities and compliance with Comcare’s rules and objectives.
- Identifying systemic issues and where necessary working closely with business areas to assist them with solutions.
- Regular provision of reporting aligned to complaints management.
- Lead client service (feedback and complaints) operations to a high standard, identifying opportunities for continuous improvement in service delivery and assist with implementation of new proposals.
- Develop and manage teams including working with teams to ensure appropriate resourcing.
- Undertake and coordinate service recovery activities including undertaking service coaching of claims staff.
- Connect and integrate claims management with other functions of Comcare and across the APS including leading Comcare’s representation and activities.
- Where required, assist and manage projects or initiatives undertaken within the Claims Complaints and Feedback team.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Insurance
Banking / Insurance
Insurance
Graduate
Proficient
1
Melbourne VIC 3000, Australia