Relationship / Insurer Engagement Specialist

  • Sydney CBD, NSW, Australia
  • Permanent

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. 

CTP Care is a new program for people who still have treatment and care needs more than five years after their accident. CTP Care is the name given to services provided by icare Lifetime Care in performing its new role under the Motor Accident Injuries Act 2017.

CTP Care provides treatment and care for people injured in a motor accident in NSW from 1 December 2017 when they have needs and entitlements under CTP claim, and it is five years or longer after their accident. From 1 December 2022, CTP Care took over the payment for reasonable and necessary treatment and care instead of the CTP insurer.

The opportunity:

The position will provide specialist knowledge and guidance to the CTP Care onboarding team and play a lead role in developing and managing operational relationships with the CTP insurers. 

Your knowledge of the CTP scheme will help you to understand the technical side of claims management allowing you to guide CTP Care staff as claims approach 5 years post-accident. Your industry experience and communication skills will allow you to maintain professional working relationships with the CTP Insurer contacts.

  • An exciting time to join a newly established team and scheme
  • Full-Time Permanent Opportunity, Sydney CBD Office Location
  • Hybrid working environment, salary from $109,371 + super

It’s an exciting time at icare where no two days are the same; as a CTP Care, Insurer Engagement Specialist you will:

  • Build maintain and manage effective working relationships with CTP Insurers and Lifetime Care at an operational level to ensure the injured person is not adversely affected by the transition process.
  • Proactively identify and resolve issues with CTP Insurers, Lifetime Care and CTP Care relating to the early transfer, transfer, or ongoing management of statutory benefits for treatment and care.
  • Develop and maintain key relationships across icare enabling services.
  • Coach and mentor onboarding and operational support teams in relation to the processes of the transition of statutory benefits for treatment and care.
  • Identify opportunities for continuous improvement, process improvement or capability uplift in consultation with CTP Insurers and CTP Care. 
  • Manage the float reconciliation processes for clients who have transferred early and work with icare Finance to identify and resolve any issues.
  • Utilise data and reporting to monitor and identify trends and volumes of client notifications and transfers.
  • Participate and represent CTP Care at industry meetings and forums.

Your story so far:

  • Sound understanding and knowledge of the Motor Accident Injuries Act 2017 (NSW) and Motor Accident Guidelines as it pertains the transition of statutory benefits for treatment and care from CTP Insurers to CTP Care
  • Broad range of experience in CTP Care claims management
  • 5 years account/relationship management or other relevant experience
  • Excellent communication and interpersonal skills to create and nurture effective working relationships with stakeholders
  • Ability to excise empathy and sensitivity to work with stakeholders to have difficult conversations and resolve issues
  • Capability to work in a dynamic environment

What we offer:

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.

icare provides career opportunities and great employee benefits, including:  

  • Flexible working arrangements to help you balance work and life
  • A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
  • Comprehensive learning and development support 
  • Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
  • Access to our Employee Assistance Program
  • icare day – access to an extra day’s leave
  • 17.5% annual leave loading


If you think you’re the right person for this role, please apply now. Don’t delay as we’re assessing applications as they are received.

icare recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If there are any accessibility adjustments you need to help you be able to apply for this role, please contact us at:

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.

  • icare is the brand of Insurance & Care NSW
  • For more information about icare visit our website
  • icare operates a direct sourcing model so no agency introductions will be accepted
  • We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant
  • A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles.

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icare acknowledges First Nations peoples as the Traditional Custodians of the land and acknowledges and pays respect to their Elders, past and present