Claims Specialist

This is a fully remote position, open to applicants in Germany, +1 more country.

📋 Description

• Assess veterinary medical records, clinical notes, invoices, and policy details to determine claim eligibility and outcomes.

• Consistently and accurately apply policy language, claims guidelines, and established procedures.

• Perform secondary claim reviews during the appeals process and clearly communicate the rationale behind claims decisions in a professional manner.

• Investigate intricate claim scenarios by collecting, validating, and interpreting pertinent medical and policy information.

• Identify any missing or incomplete information and proactively request necessary documentation from veterinary clinics, specialists, or pet owners.

• Engage with veterinary professionals, pet owners, and internal teams via phone and email regarding claim decisions, status updates, and policy inquiries.

• Provide an efficient, empathetic, and positive experience for pet owners and veterinary partners in sensitive situations.

• Keep accurate records and documentation across various internal systems.

• Collaborate with cross-functional teams to promote operational excellence and continuous improvement initiatives.

• Offer insights and feedback to improve claims processes, workflows, and overall customer experience.

⛳️ Requirements

• Professional working proficiency in English is required.

• Professional fluency in German is required.

• Professional fluency in French is required.

• A minimum of 2 years of experience in a customer-facing role within veterinary, animal health, pet insurance, or a related field.

• Strong knowledge of veterinary medical terminology, common conditions, treatment options, and diagnostic procedures.

• Prior experience working directly with clients or pet owners in a veterinary clinic, hospital, or animal health environment is highly preferred.

• Experience in reviewing medical records, supporting patient care, claims adjudication, or insurance operations is considered an asset.

• Proven ability to learn and navigate multiple systems, processes, and technologies.

• Proficiency in Microsoft Office applications and other business software.

• Strong analytical and problem-solving skills.

• Excellent attention to detail with a high level of accuracy and consistency.

• Ability to evaluate complex information, identify key details, and make informed decisions.

• Exceptional written and verbal communication skills.

• Strong customer focus with empathy and professionalism in challenging situations.

• Ability to manage multiple priorities and work efficiently across various systems.

• Adaptability and resilience in a dynamic and evolving environment.

• Self-motivated with the capacity to work independently while fostering a collaborative team culture.

• Proactive mindset with a commitment to ongoing learning and improvement.

• Reliable and stable internet connection via hard-wire Ethernet.

• Flexibility to start as early as 07:00, work until 19:00, and work on Saturdays.

🏝️ Benefits

• Monthly bonuses based on individual and company performance.

• Restricted Stock Units that vest over 4 years (may be provided).

• 25 days of holiday leave.

• Five-week sabbatical after five years of employment.

• Medical Insurance for a cat or dog.

• Medical Concierge (Summus).

• Lifestyle Spending Account (LSA).

• Family Planning (Carrot).

• Employee Assistance Program.

• Open, casual, pet-friendly, and enjoyable office atmosphere.

• Reasonable accommodations for the application/interview process, essential job functions, and employee benefits and privileges.