Claims Intake Consultant

Avant Mutual Group; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

Avant Mutual Group is seeking a Claims Intake Consultant in Sydney to join the Medical Indemnity team. You will support members through the claims journey from notification to indemnity decision, delivering professional, empathetic service across multiple channels and ensuring adherence to policy terms and the Insurance Contracts Act 1984.

You will manage enquiries, maintain service levels and provide clear, well-justified decisions, acting as a reliable point of contact for members while

Qualifications

• Experience in claims, insurance, customer service, case management or a similar environment.
• Strong attention to detail and the ability to 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.
• Ability to manage competing priorities within service level expectations.
• Collaborative approach and willingness to seek expert advice when required.
• Commitment to delivering a high-quality member experience.

Responsibilities

• Provide a professional, empathetic and responsive service to members across preferred communication channels.
• Act as a dedicated point of contact for notifications and claims through to indemnity decision outcome.
• Build strong relationships with members and represent Avant professionally.
• Manage internal enquiries and escalations with stakeholders across Medical Indemnity.
• Review and assess member enquiries and direct to the appropriate owner.
• Proactively manage service levels and ensure timely progress of notifications and claims.
• Contribute to a positive member experience and customer satisfaction targets.
• Assess and process notifications and claims in accordance with procedures and policy terms.
• Make objective indemnity decisions using defined standards and guidelines.
• Document decisions based on product and policy rules when needed.
• Communicate decline or withdrawal decisions clearly to members.
• Manage internal escalations and seek specialist input when required.

Skills

Claims experience

Insurance knowledge

Customer service

Case management

Communication skills

Attention to detail

Judgement & decision making

Prioritisation

Job description

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.