About the Role

To ensure person centred, timely, quality and cost-effective services are coordinated and provided to meet CTP Care client’s needs and scheme objectives.
In this role you will be a point of contact for CTP Care clients who are in the proactive segment. You will be required to manage complex and 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 and identify when the individual would benefit from intervention.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• icare day – access to an extra day’s leave
• 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 Advisor you will:

• Effectively manage a portfolio of people with treatment and care claims using a person-centred approach to identify immediate/ ongoing needs and risk factors of poor health outcomes.
• Review and interpret medical/ claim information from insurers, health professionals and other key stakeholders to identify needs and achieve optimal client outcomes.
• Identify complex cases / issues and escalate to Injury Management Specialist and/ or Team Leader.
• Liaise and collaborate with the client and external service providers to gather and verify relevant information to form goals, ensuring appropriate service provision within legislative framework.
• Apply critical reasoning and thinking within a decision-making framework regarding approving recommendations for reasonable and necessary treatment and care within agreed financial delegations.
• Implement proactive claims management strategies in partnership with the injury management specialists and other internal and external stakeholders.
• Plan and implement treatment and care services to enhance each client’s capacity to achieve their goals, as identified in their Recovery Plan.
• Communicate (written/ verbal) regulatory requirements/ expectations and treatment and care decisions to stakeholders whilst providing optimal customer experience.
• Manage payments, including reviewing and processing 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 records management policies and procedures.
• Adhere to the KPIs that monitor and measure key areas of the role and the scheme.
• Assist with onboarding processes and be adaptable to role structure changes with changing business and client needs.
• Work collaboratively with all CTP Care teams to improve quality assurance, disputes and complaints processes and continuous improvement systems to drive quality and consistency in decision making and service delivery.
• Apply empathy and an understanding of complex customer circumstances to resolve customer complaints in line with conduct principles, as the need arises.

Skills & Experience

• Minimum 3 years personal injury claims experience
• Strong practical experience in identifying, reviewing and coordinating services for people and families experiencing chronic injuries or disability.
• 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.
• Sound ability to make and communicate decisions verbally and in writing in a statutory environment.
• 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.
• Experience managing a caseload utilising a case management system/software
• Capability to work in a dynamic environment
• Sound understanding of the Motor Accident Guidelines legislation and CTP scheme.
• Allied health clinical practice experience

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.