Client Support Officer

Sydney CBD – Kent St

• Searching for a CTP Care case management specialist!
• 2x Permanent Contracts available with a 35 hour working week
• Hybrid working environment, offering starting salary of $93,295 + super

About the Role

In this role you will be a point of contact for CTP Care clients. You will be required to manage sensitive conversations, make decisions regarding clients’ entitlements to the scheme and priorities for service need, and understand how the long-term effects of injury impact on daily living.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Client Support Officer – Claims Consultant you will:

• Proactively manage a portfolio of treatment and care claims in order to optimise and maintain recovery.
• Have experience in interpreting and synthesising medical / claim information from insurers, health professionals and other key stakeholders.
• Identify complex cases / issues and escalate to Injury Management Advisor and/ or Team Leader.
• Liaise and collaborate with clients and external service providers, to gather and verify relevant information to support the client whilst adhering to regulatory framework timeframes.
• Prepare and develop treatment and care services to enhance each client’s capacity to achieve their goals, as identified in their Recovery Plan.
• Communicating (written/ verbal) regulatory requirements/ expectations to stakeholders whilst providing optimal customer care.
• Managing payments, including reviewing and processing treatment invoices within financial delegation.
• Maintain accurate records in the case management system, in a fast-paced environment, for the team/ business unit in accordance with record management policies.
• Experience in making and communicating complex decisions in a timely manner and applying reasonable and necessary decision-making criteria in line with the Motor Accident Guidelines.
• Adhere to the KPI’s that monitor and measure key areas of the role and the scheme.

Skills & Experience

• Previous claims handling experience- At least 2 years of personal injury claims management.
• A sound understanding of the needs and perspectives of people with chronic injury within a legislated environment.
• Critical reasoning skills to ensure a high degree of integrity in the decision-making processes.
• Excellent communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders including chairing case conferences.
• Ability to set clear expectations and engage in difficult conversations with clients and stakeholders in a clear and empathetic manner.
• Capability to work in a dynamic environment.
• Understanding the needs and perspectives of people with chronic injury.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.