Complex Care Specialist

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

As part of our diverse team based in Melbourne, you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

As a Complex Care Specialist, you will conduct impartial, thorough, and timely reviews of decisions made within EML. Simultaneously, the role supports Australian's injured at work who are at risk of developing into long term complex claims and/or to transition out of the Scheme and into new experiences of life, health, community and work.

This unique role demands both critical thinking and interpersonal sensitivity to uphold integrity while empowering change. You will have exceptional communication skills and the ability to effectively organise your time to allow you to work flexibly and directly with both internal and external stakeholders.

This will be a full time, permanent position based in the Melbourne office, with flexibility to work from home up to 3 days per week.

• Conduct impartial internal reviews of decisions, ensuring compliance with legislation, policy, and procedural fairness, and prepare clear, well-reasoned outcomes.
• Assess applications, gather and analyse evidence, and liaise with applicants, staff, and stakeholders to clarify issues and resolve matters effectively.
• Maintain accurate, timely records of reviews, assessments, support plans, and outcomes in line with organisational standards.
• Develop and implement tailored transition plans, conducting holistic needs assessments across health, social, financial, and vocational domains.
• Support individuals to build independence and resilience, connecting them with community resources, government programs, and specialist services.
• Collaborate with internal teams and external partners to deliver integrated, person-centred support and identify opportunities for continuous improvement.

• 3+ years experience in case management or a related client-facing field.
• Strong knowledge of the Workplace Injury Rehabilitation and Compensation Act 2013 and the Accident Compensation Act 1985.
• Familiarity with community-based welfare, health, and employment services such as Centrelink, JobActive, Disability Employment Services, and Community Health (highly regarded).
• Proficient in Microsoft Office Suite at an intermediate level or above.
• Excellent attention to detail and accuracy, particularly in record keeping and file noting.

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

• A vibrant, collaborative innovative team culture
• Flexibility with opportunity to WFH when you are fully trained in your role
• A corporate wellbeing program with discounted health insurance and gym membership
• Access to discounts at over 350 retailers through our Rewards Hub program
• Entitlement to an annual tenure and performance-based recognition reward
• Comprehensive learning and development support
• Companywide events to celebrate success
• Quarterly Reward and Recognition Awards
• Up to 16 weeks paid parental leave, plus super
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Health Care Provider
  • Industries: Insurance

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.