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 required to make decisions utilising your prior clinical experience and knowledge of the CTP scheme, manage complex and sensitive conversations, and understand how long-term effects of injury impacts 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 an Senior Client Advisor you will:

• Managing a portfolio of complex rehabilitation and treatment needs within the CTP Scheme.
• Routinely review complex medical/ claim information from insurers and treatment providers, identifying immediate/ ongoing needs and mitigating risk factors of poor health outcomes.
• Strong understanding of the CTP Scheme and ability to apply regulatory framework in managing difficult situations and resolving them in a professional and timely manner.
• Liaise and collaborate with the client and external service providers to gather and verify relevant information to form rehabilitation goals ensuring appropriate service provision.
• Proactively identify issues and advise on claims management strategies in partnership with the injury management specialists and other internal and external stakeholders.
• Share knowledge and expertise with team members using a positive, collaborative and mentoring approach.
• Prepare and implement treatment and care services to enhance each client’s capacity to achieve their goals, as identified in their Recovery Plan.
• Managing payments, including reviewing and processing invoices within financial delegation.
• High attention to detail, maintaining accurate records on icare’s case management system.
• Adhere to the KPI’s that monitor and measure key areas of the role and the scheme.
• 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.

Skills & Experience

•            Previous experience in a personal injury insurance setting.

•            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

•            At least 5 years of Allied health clinical practise and injury management claims handling experience.

•            Comprehensive understanding of the Motor Accident Guidelines legislation and CTP scheme.

•            Highly developed understanding of the needs and perspectives of people with chronic injury.

•            Advanced ability to make and communicate decisions verbally and in writing in a statutory environment

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.