​Role Purpose:

The Registered Nurse (RN) will be a key member of the Medical Assistance team, managing cases within customer expectations and company policies. They will provide telephonic health advice, case management, and direct patient care, particularly in international medical repatriations.

As part of their role in the Medical Assistance team, the RN will be accountable and responsible for the provision of safe and appropriately qualified, accurate and timely professional telephonic health advice to customers. The RN will also provide direct patient care at a highly advanced and competent level when performing international repatriation.

 

Key Responsibilities:

Case Management:

Accurately record all communication and incidents in real-time. Perform first-call nursing assessments. Coordinate with departments like Travel Claims and Investigations to ensure policy coverage. Maintain confidentiality per Privacy Legislation. Ensure satisfactory case resolution and consult with Team Leaders as needed.

Customer Service:

Provide culturally sensitive health advice and support. Deliver high-quality service and accurate information to customers.

Handling Customer Grievances:

De-escalate complaints where possible. Escalate unresolved complaints to Team Leaders with detailed records.

Data Management:

Accurately input and update medical information/ data in the system.

Technical Expertise:

Provide advanced nursing care and medical guidance. Adapt communication to customer needs (language, age, disabilities).

 

Profile Key Requirements 

Current registration as a Registered Nurse with AHPRA Advanced life support skills (including but not limited to; ACLS, TNCC, ENPC, APLS.) Exemplary professional, friendly telephone manner, at all times, with some previous experience providing telephone assistance. Excellent PC skills (keyboard entry/accuracy) with an ability to listen and enter relevant text into database. Possess excellent verbal, non-verbal and written communication skills Good problem solving capabilities with an advanced diagnostic and methodical approach.

 

Availability:

The ability to work rotating shift rosters 24/7

 

What We Offer:

We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
63117 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.