Claims Queries Agent

Overview

• What you do
• Handle incoming queries from healthcare providers via phone, email, and other communication channels.
• Provide accurate and timely information in response to provider inquiries.
• Escalate complex queries to appropriate departments or senior staff members as necessary.
• Maintain detailed records of all queries and their resolutions.
• Identify areas for improvement based on query analysis and feedback.
• Communicate clearly and effectively with healthcare providers, ensuring a high level of satisfaction.
• Collaborate with internal teams to resolve issues and provide comprehensive responses to providers.
• Keep providers informed about updates, policy changes, and other relevant information.
• Participate in training and development activities to stay current with industry standards and company policies.
• Adherence to internal procedures and guidelines, client service agreements and compliance regulatory standards
• Take ownership of each query ensuring all aspects of the query are answered right first time, eliminating rework and increased customer effort
• Provide clear, concise and accurate responses in a professional manner, including internal and external information transfer
• Provide direction, next steps and clear expectations to the client where a query involves further investigation or requires further information
• Contribute to the team and department SLA ensuring queries are managed efficiently and effectively
• Exhibit a proactive approach to the clients, ensuring an ongoing focus on enhancing the customer experience through process improvements and simplification
• Ensure accurate recording and Categorisation of all queries in the sy
• Support department and colleagues to ensure overall business targets are achieved
• Other Ad hoc duties as required
• AI READINESSWork effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
• What you bring
• Bachelor’s degree in any Medical field, Paramedical, Finance, Business Administration, Insurance, or a related field preferred.
• With 2 years experience in a customer focused environment, ideally in clinical, paramedical roles or TPA or insurance roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to prioritise workload and manage time effectively
• Experience in claims processing
• Legally permitted to work in the country of operations.
• Hybrid working option available as per business requirements.
• How we hire Agency Statement Allianz Partners does not accept unsolicited CV’s or approaches from agencies.
• We only work with partners on our approved supplier list, under contract.
• Any unsolicited submission will not be considered
• What we offer
• Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance.
• Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
• Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.
• At Allianz Partners, Artificial Intelligence (AI) is transforming service delivery and innovation.
• By leveraging Business Intelligence and Data Analytics, we enhance strategic decision-making and customer experiences.
• Our commitment to Ethical AI ensures responsible deployment, maintaining data integrity and trust.
• Conversational AI improves communication, while Emerging Technologies and Generative AI drive industry leadership and new opportunities.
• With robust Information Security Management, we protect sensitive information, ensuring compliance and security.
• Embrace the future of AI with Allianz Partners, where possibilities become realities.
• Allianz Group is one of the most trusted insurance and asset management companies in the world.
• Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer.
• We are united by a shared commitment: to put our customers first and at the center of everything we do.
• Their needs inspire our thinking and guide our actions.
• Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.
• **At Allianz, we stand for unity:** we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all.
• The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture.
• We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
• Great to have you on board.Let's care for tomorrow.
• **Note:** Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture.
• One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies.
• Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.