About the Role 

We are seeking a Claims Manager to lead our Claims Management in Defence Health’s contact centre. You will be responsible for (but not limited to):

• Manage the day-to-day performance and operations of the Claims Management function to deliver operational and service excellence, whilst achieving our SLA’s, member and agent experience goals and on-target provider outcomes.
• Drive high performance and engagement through the effective leadership of the Claims People and Performance Leads, their 2IC’s and teams.
• Support, enable, and coach the People and Performance Leads to dedicate their time to focus on team leadership, achievement of performance goals and strong engagement levels across the Claims Management teams.
• Provide operational direction for the Claims Management contact center to maintain performance within target SLA’s. Oversee effective resource allocation and work directly with team 2IC’s to ensure effective completion of all operational and mandatory tasks.
• Lead with a strong focus on optimisation and continuous improvement balanced with delivering an exceptional member experience.
• Contributing to the wider Member Delivery Leadership in ensuring consistent member and agent-focused outcomes. 
• Uphold and foster Defence Health Ambassadorship across the team environment to build and maintain a high-performance culture that is aligned to and delivers against our strategy.
• Embedding the Defence Health values into everything we do.

About You

You’re motivated to exceed expectations and conquer new challenges. You’re driven to achieve excellence for those you work for – and those you work with.

The successful candidate will have the following attributes:

• Previous experience in a claims management or customer service role
• Knowledge of Private Health Insurance, claims processing and systems
• Previous experience leading, developing, and coaching teams
• Exceptional written, and verbal communication skills and the ability to build strong relationships with stakeholders
• Strong focus on customer service and member experience delivery and results
• Ability to effectively lead a team through changing environments 
• Organisational skills with the ability to prioritise work and coordinate resources
• Capability to be solution focused and to make effective decisions
• Ability to develop and motivate team leaders and team members
• Enthusiasm to lead a diverse group of people
• Passion for sharing knowledge and collaborating

Benefits

Your contribution to our organisation will be recognised with competitive remuneration, training and development opportunities, and a range of incentives, such as:

• Access to quality leadership and coaching
• Flexible work arrangements available (hybrid approach with home and in-office)
• Company funded parental leave
• Bi-monthly performance recognition program
• Strong focus on health and wellbeing; with regular free initiatives and team days
• Additional day of wellbeing leave each year
• Employer-funded private health insurance 
• Active committees including Social Club, Work Health Safety and Diversity & Inclusion
• ... and the list goes on!!

Culture

We provide a supportive work environment where your voice will be heard.   

The work you do is a vital contribution towards a common goal and by working with us we will help you to reach your potential.  We focus on internal development and look for ways to help our people grow.

The business is led by ethical and respected role models. They understand the importance of flexibility, your wellbeing and how they impact the work you do. They take a genuine interest in your motivation, your career development, and engagement at work. 

We care about your engagement and our active wellbeing strategy focuses on your physical and emotional health, career satisfaction, financial security and social connectedness.

This is a fantastic opportunity to join a company that  offers a great work/life balance, high engagement and a vibrant and inclusive culture.

About us

Defence Health provides great value private health insurance and outstanding service to support Australian Defence Force veterans, the families of those who currently defend our country, and the wider Defence community. As a not-for-profit fund we are for members, not shareholders. 

In the Defence Health family, we live by our values of trust, respect, ownership, excellence, and community.  Our values define us.  They underpin our inclusive workplace, where we celebrate the diversity each of us brings to work every day.  A workplace where everyone feels valued and recognised for their achievements, unique perspectives, and talents.  Where you’re encouraged to excel. 

We’re united in our purpose to protect the health of those who protect our country.  

Our promise to our own people is the same as our promise to members.  We look after our own. 

Find out more at www.defencehealth.com.au 

How to apply

If this looks like the job for you, please apply now by submitting your resume and a cover letter outlining your suitability.