Safe to Talk Sensitive Claims Coordinator

Whakarongorau Aotearoa; Auckland; On-site; NZD 31,424 - 44,756; Full time

Job summary

Whakarongorau Aotearoa in Auckland is seeking a Safe to Talk Sensitive Claims Coordinator. This full-time role requires a solution-focused mindset to assist kiritaki in navigating sensitive claims. Applicants should possess strong analytical skills, exceptional customer service abilities, and an understanding of cultural practices.

The position provides an opportunity to work collaboratively within a supportive team environment, contributing to positive health outcomes in Aotearoa New Zealand.

Applications are invited from those committed to promoting mana taurite and improving health equity.

Qualifications

• Experience working or supporting Māori, Pasifika, Disability, LGBTQI+, and Youth populations is advantageous.
• Ability to communicate in a culturally sensitive manner.
• Experience in Social Services roles is beneficial.

Responsibilities

• Use analytical skills to support kiritaki with sensitive claims.
• Maintain high-quality administrative processes.
• Provide outstanding customer service.

Skills

Strong Microsoft suite skills

Experience with Priority Populations

Contact centre / customer service experience

Strong written and verbal communication skills

Cultural competency

Job description

Safe to Talk Sensitive Claims Coordinator

Full-time

Compensation: NZD 27.65 - NZD 27.65 - hourly

Our kaimahi (employees) are passionate people, each driven to contribute to better health outcomes, with a focus on populations experiencing inequity. We are committed to ensuring our workforce reflects the community we support.

Whakarongorau Aotearoa is committed to understanding and improving mana taurite (equal status) starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

Whakarongorau Aotearoa (Whakarongorau), a social enterprise, is a virtual health and social services organisation with a proven record of connecting people seamlessly with care when they need it. Whakarongorau aims to be there when face to face health and social services cannot, providing consistent, clinically supported access to services for those in need or when people are unable to access other options due to location, time of day, financial or cultural barriers.

Mō tēnei tūranga | About the role

Whakarongorau Aotearoa is proud to partner with ACC to launch the Sensitive Claims entryway service, as part of the Safe to talk national sexual harm helpline. We are now recruiting for the role of Safe to talk Sensitive Claims Coordinator. As trauma-informed trained, non-clinical kaimahi, you will support kiritaki (customers) to navigate the Sensitive Claims front door service.

This is an exciting time to join our team, as we continue to ensure our kiritaki feel supported, heard, and valued. We’re looking for kaimahi to join us in part-time roles, with shifts mainly in the mornings (from 8am) and afternoons (4pm–8pm), as well as some Saturdays.

• Solving Challenges: Use your analytical skills to resolve issues, supporting kiritaki as they enter the sensitive claims service
• Administrative Excellence: Employ data management tools to uphold high-quality administrative processes, maintaining the integrity of our operations
• Exceptional Service: Provide outstanding customer service to kiritaki, ensuring they are connected with ACC-funded suppliers and community services
• Information Accuracy: Play a key role in entering accurate participant information into the database.
• Collaborative Environment: Join a team that values collaboration, innovation, and mutual support
• Professional Growth: Hone your skills and expertise in an environment that encourages continuous learning
• Balanced Schedule: Full- and Part-time hours are available, with a Monday to Saturday schedule, allowing you to maintain a healthy work-life balance
• Purpose: Your everyday mahi makes a real difference to the health outcomes of Aotearoa

You will have a solution-focused mindset with excellent judgment and critical thinking. Your cultural competency will honour Māori world views, customs and practices, and a strong understanding of Te Tiriti o Waitangi. You are proficient in maintaining empathy, compassion and humility, respectfully holding safe space for all kiritaki. You have experience using multiple technical systems, confidence in speaking with health professionals, and can adhere to guidelines and procedures. And of course, have a great sense of humour and positive energy.

Ōu wheako ōu mātauranga hoki | Qualifications and experience

• Strong Microsoft suite skills and database management
• Experience working or supporting Priority Populations – Māori, Pasifika, Disability, LGBTQI+, Youth is advantageous
• A strong understanding of Te Ao Māori and Pasifika customs and cultural practices is advantageous
• Contact centre / customer service experience is ideal
• Experience working, volunteering, or accessing support in Social Services - Mental Health, Family or Sexual Harm, Health is advantageous
• Adheres to maintaining the confidentiality of personal information accessed as part of the role
• Strong written and verbal communication skills, which includes demonstrated experience in communicating in a culturally sensitive manner
• Able to work in an organised and methodical way and quickly learn new processes and adapt within a growing environment
• Exceptional team player, who demonstrates a sense of humour and energy
• Recognises Te Tiriti o Waitangi / the Treaty of Waitangi as the founding document of Aotearoa / New Zealand and its role in biculturalism
• Illustrates tolerance, understanding, and ability to work effectively with different cultural populations, including but not limited to Māori, Pasifika, Disability, LGBTQI+, Youth. A commitment to working in culturally appropriate ways to support positive outcomes
• Illustrates tolerance, understanding, and ability to work effectively with diversity (e.g. ethnicity, gender, sexual orientation, socio-economic status, age, physical ability, political beliefs or other ideologies)
• Commitment to working in a sensitive and non-discriminatory manner

If you\'re excited about this role and think you have what it takes, but your experience doesn\'t align 100%, we still want to hear from you and would encourage you to apply.

If you\'re ready to be a force for positive change and want to put your passion for community support to work, apply now to join our team as a Safe to Talk Sensitive Claims Coordinator. Together, we can make a difference, one culturally sensitive connection at a time.

E kimi ana mātou i ētahi tangata e kaha whakanui i ēnei uara - We are looking for people who align naturally with these values and will champion them

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Pokohiwi ki Pokohiwi / Shoulder to shoulder