Client Support Officer

2 months ago

Sydney, Australia iCare External Full time

**Parramatta**
- 17.5% annual leave loading and flex leave
- Permanent role with a 35 hour working week
- Hybrid working environment, offering starting salary of $93,295 + super

**About the Role**

This role you will be an initial point of contact for clients, assess client eligibility and appropriateness of service segmentation. You will be able to assist in making decisions regarding client’s entitlements to the scheme and priorities for service need and understand how long-term effects of injury impacts 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 - CTP Care **you will:

- Proactively manage a portfolio of treatment and care claims in order to optimise and maintain recovery.
- Experience in interpreting and synthesising medical / claim information from insurers, health professionals and other key stakeholders to assess the eligibility for CTP Care in the context of long tail claims.
- 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.

**Skills & Experience**
- 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.
- Previous claims handling experience
- At least 2 years of personal injury claims management.
- 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.

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