Claims Intake Consultant

Avant Mutual Group; Sydney; Sur place; AUD 70 000 - 90 000; Plein temps

Résumé du poste

Avant Mutual Group is seeking a Claims Intake Consultant in Sydney to support members through the claims journey from notification to indemnity decision. The role emphasises empathy, clarity, and adherence to policy terms and SLAs, with a focus on delivering a high-quality member experience.

The successful candidate will manage inquiries, collaborate with internal stakeholders, and ensure timely progression of notifications and claims, while upholding Avant's service principles and standards.

Qualifications

• Experience in claims, insurance, customer service, or case management.
• Excellent written and verbal communication and attention to detail.
• Ability to apply policies and guidelines within defined frameworks and SLAs.

Responsabilités

• Provide professional, empathetic service to members across preferred communication channel.
• Act as dedicated contact for notifications and claims through indemnity outcome.
• Build relationships with members and represent Avant professionally.
• Manage internal inquiries and escalations with stakeholders across Medical Indemnity.
• Review and assess member enquiries and direct to appropriate owner.
• Proactively manage service levels and progress notifications and claims within timeframes.
• Contribute to a positive member experience and meet customer satisfaction targets.

Connaissances

Claims experience

Insurance knowledge

Customer service

Case management

Attention to detail

Communication skills

Judgement

Prioritisation

Collaboration

Member experience

Description du poste

Claims Intake Consultant. Full-time | Sydney

About the Role

We’re looking for a Claims Intake Consultant to join our Medical Indemnity team in Sydney.

In this role, you’ll play an important part in supporting Avant members through the claims journey — from their initial notification or claim through to an indemnity decision outcome. You’ll provide professional, responsive claims intake services across individual, corporate and group notifications and claims, ensuring decisions are made in line with relevant product and policy terms and conditions and the Insurance Contracts Act 1984.

This is a member-focused role where you’ll combine strong communication and relationship-building skills with sound judgement, attention to detail and an ability to follow defined processes. You’ll act as a dedicated point of contact for members, helping them navigate what can often be a complex and challenging process.

What You’ll Be Doing

Supporting our members

• Provide a professional, empathetic and responsive service to members across their preferred communication channel.
• Act as a dedicated point of contact for notifications and claims, supporting members through to an indemnity decision outcome.
• Build strong relationships with members and represent Avant professionally, bringing our H.E.R.E. service principles to every interaction.
• Manage internal enquiries and escalations, working collaboratively with stakeholders across Medical Indemnity.
• Review and assess member enquiries and ensure they are directed to the appropriate owner.
• Proactively manage service levels and ensure notifications and claims are progressed within required timeframes.
• Contribute to a positive member experience and achieve agreed customer satisfaction targets.

Claims and indemnity assessment

• Assess and process notifications and claims in accordance with established procedures, product terms and policy conditions.
• Make objective indemnity decisions using defined process standards and guidelines.
• Where a logic-driven decision cannot be made, apply sound judgement to make and document a decision based on relevant product and policy rules.
• Communicate decline or withdrawal decisions clearly and professionally to members.
• Manage internal escalations and seek specialist or expert input where required.

About You

You’ll bring:

• Experience in claims, insurance, customer service, case management or a similar environment.
• Strong attention to detail and the ability to accurately interpret and apply policies, processes and guidelines.
• Excellent written and verbal communication skills.
• Strong judgement and problem-solving skills, with the confidence to make decisions within defined frameworks.
• The ability to manage competing priorities and work effectively within service level expectations.
• A collaborative approach and the confidence to work with internal stakeholders and seek expert advice when required.
• A genuine commitment to delivering a high-quality member experience.

Equal Opportunity Employer

Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.

We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.

Our inclusive workplace is somewhere everyone can succeed.

Ready to join us?

If you're passionate about supporting Australia's healthcare professionals, we'd love to hear from you. If you require any adjustments during the recruitment process, please don't hesitate to contact us at [e-mail]