Description
We are seeking a dedicated and compassionate Care Case Manager to manage low‐touch long‐term income protection claims. The ideal candidate will oversee customer contacts, payments, and case management, ensuring that customers on long‐term benefits receive the support they need while maintaining compliance with company policies and regulations. We consider applicants from insurance customer experience, workers' compensation, life insurance or superannuation administration, or allied health backgrounds.
Key Responsibilities
* Manage and oversee a large portfolio of low‐touch long‐term income protection claims.
* Maintain regular contact with customers with long‐term or terminal illness.
* Ensure accurate payments and case management, complying with company policies and the Life Insurance Code of Practice.
* Answer calls and manage telephone enquiries.
* Collaborate with case managers, senior case managers, and claims leaders.
* Monitor the progress of claims and adjust care plans as needed.
* Maintain detailed and accurate records of all interactions and documentation related to claims.
* Provide exceptional customer service and support throughout the claims process.
* Maintain all relevant claims metrics, including regulatory and service levels.
Qualifications and Experience
* Experience managing life insurance claims or workers' compensation/CTP or similar, including allied health or superannuation/insurance administration experience.
* Minimum 2–3 years of experience in a similar role.
* Working knowledge of relevant legislation, policy documents and regulations.
* Proven ability to manage telephone queries and customer interactions.
* Strong communication skills, with the ability to explain outcomes clearly and support customers with empathy.
* Comfortable working with digital systems and open to adapting to new technology.
* A collaborative team player who contributes positively to team culture and supports shared goals.
* Demonstrated resilience, adaptability, and time‐management skills.
To Be Successful You Will Deliver
* End‐to‐end management of low‐touch long‐term income protection claims.
* Completion of the MetLife Claims Accreditation Program to attain DA within 6 to 12 months of employment commencement with MetLife.
* Quality decisions supported by sound analysis of medical, vocational, and financial information.
* Customer‐first outcomes by balancing empathy, compliance, and commercial considerations.
* Strong adherence to service level agreements (SLAs), quality standards, and customer satisfaction (CSAT) measures.
* Effective written and verbal communication that clearly outlines the decision rationale and next steps.
* Positive engagement with internal and external stakeholders, including medical providers, trustees, and reinsurers.
* Active contribution to a team environment that values professionalism, accountability, and continuous improvement.
Benefits We Offer
When you join MetLife Australia, you join a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social, and financial health. We offer life insurance benefits, generous paid parental leave, market‐leading menopause and fertility leave, car leasing, and more. We also provide an Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave, and study assistance.
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