Claims Specialist

• Review veterinary medical records, clinical notes, invoices, and policy information to evaluate claim eligibility and determine claim outcomes
• Apply policy language, claims guidelines, and established processes consistently and accurately
• Conduct secondary claim reviews as part of the appeals process and communicate claim rationale clearly and professionally
• Investigate complex claim scenarios by gathering, validating, and interpreting relevant medical and policy information
• Identify missing or incomplete information and proactively obtain required documentation from veterinary clinics, specialists, or pet owners
• Communicate with veterinary professionals, pet owners, and internal teams via phone and email regarding claim decisions, status updates, and policy questions
• Deliver an efficient, empathetic, and positive experience for pet owners and veterinary partners during sensitive situations
• Maintain accurate records and documentation within multiple internal systems
• Collaborate with cross-functional teams to support operational excellence and continuous improvement initiatives
• Contribute ideas and feedback that enhance claims processes, workflows, and customer experience
• Support pet owners, veterinary teams, and internal stakeholders as a trusted resource for complex claim scenarios

• Professional working proficiency in English required
• Professional fluency in German required
• Professional fluency in French required
• 2+ years of experience in a customer-facing veterinary, animal health, pet insurance, or related environment
• Strong understanding of veterinary medical terminology, common conditions, treatments, and diagnostic procedures
• Experience working directly with clients or pet owners in a veterinary clinic, hospital, or animal health setting is highly preferred
• Experience reviewing medical records, supporting patient care, claims adjudication, or insurance operations is considered an asset
• Demonstrated ability to learn and navigate multiple systems, processes, and technologies
• Proficiency with Microsoft Office applications and other business software
• Strong analytical thinking and problem-solving abilities
• Excellent attention to detail with a high degree of accuracy and consistency
• Ability to assess complex information, identify key details, and make sound 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, evolving environment
• Self-motivated with the ability to work independently while contributing to a collaborative team culture
• Proactive mindset with a commitment to continuous learning and improvement
• Reliable and stable internet connection through hard-wire Ethernet
• Flexibility to start as early as 07:00, work until 19:00, and on Saturdays

• 25 holiday leave days
• 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 fun office environment
• Monthly bonuses based on individual and company goals
• Restricted Stock Units, which vest over 4 years
• Remote work arrangement