Position Title : Loss Adjuster Level 4, Senior Healthcare Manager
Position Reports to : Country Manager, Hong Kong
GSL : Crawford Asia, CCS
Business Unit : Crawford Asia
Number of Direct reports : none
To effectively manage the assessment and negotiation of claims in accordance with agreed claims settlement authority levels, policy coverage, Service Level Agreements and Key Performance Indicators.
May lead a team handling various caseloads and claims classes, and deal with more complex claims using proactive measures and understanding the need to control costs.
Level 4 Loss Adjuster is a technical lead position with an emphasis on advancing claims management skills, knowledge and leadership skills to progress to a Level 5 Director role.
Assess bodily injuries sustained by third party claimants, and evaluate likely rehabilitation costs, as necessary.
Prepare client reports in an accurate & timely manner.
Update claims management system as required.
Respond to queries from insurer clients, intermediaries, insured policyholders and third parties promptly and helpfully.
Confirm receipt of instructions to insurer clients.
Answer incoming calls in a timely manner.
Effectively deal with service and product replacement providers.
Build a network of influential stakeholders in the market and actively pursue new opportunities for business development, across both the local and international markets.
Attend seminars and engage with local industry experts to tap into new and emerging markets.
Provide specialist technical support and supervision to teams to ensure successful delivery of a high-quality service provision.
Monitor and identify opportunities for continuous improvement and develop innovative solutions to enhance business practice and demonstrated efficiencies.
Focus on what matters to the customer and promote insurer clients' insurance brands.
Promote Crawford's ethics and values.
Specific Position Requirements
Experience / Knowledge / Abilities
Demonstrated ability to successfully operate a loss adjusting department, including how their role contributes to the effective operational delivery of service to client groups.
Excellent organisational skills to manage a varied workload and competing demands.
Strong commercial acumen to demonstrate credibility in the market place and manage operations in an effective way.
Strong communicator : is articulate, shows tact and diplomacy, respecting local cultures and customs.
Strong analytical and decision making ability in order to analyse information / problems correctly and make sound judgements, timely decisions.
Excellent business development / relationship management skills to maintain existing client list and win new work.
Demonstrated knowledge of general insurance and the legal knowledge loss adjusters need to possess and the key elements of a loss adjuster'
s terms of engagement and the steps involved in the loss adjusting process.
Minimum 8 years' practical experience of healthcare management for an insurer, adjusting firm or TPA.
Key Working Relationships
Crawford operational / administration staff.
Insurer clients, intermediaries, insured policyholders
Adjusters, claims consultants / expert advisors.
Outsourced service providers / contractors
Bachelor's degree relating to nursing, healthcare or relevant discipline.
8 years' meaningful healthcare management experience.
Key Crawford Behaviours
Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers'
circumstances, problems, expectations, and needs
Organisational / Time Management :
Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
Communication / Interpersonal Skills :
Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
Responds to requests for information, emails and returns telephone calls promptly and professionally
Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations;
learn new skills, perform work in different ways; willing to be flexible.
Team work : RESTORE Values
Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives.
Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect.
Willingness to transfer knowledge and skills as appropriate.
Exemplify and demonstrate commitment to the Crawford RESTORE values of, Respect, Empowerment, Sustainability, Training, One Crawford, Recognition and Entrepreneurial Spirit.