Customer Resolution Advisor

6 months ago

Sydney, Australia NSW Government -icare Full time

Join a collaborative, supportive team with a great culture
- 2 roles| Up to 12 months Fixed Term and 6 months fixed term | Sydney CBD office location
- Hybrid working environment |Salary from $ 106,025 + super

**About the Role**

In this role you will work in a collaborative team who deal with complex complaints, internal reviews and disputes related to the treatment, rehabilitation, and care of people with severe injuries. As well as negotiate solutions with Scheme participants, their families, service providers and icare staff to resolve complaints and prevent escalation of issues. Develop and maintain collaborative relationships with icare staff as well as external stakeholders to ensure participant disputes, internal reviews and complaints are resolved promptly and within the legislative framework.

You will also contribute to continuous scheme improvement and ensure participants’ needs are met through the provision of person-centred injury management and service delivery advice, training, internal quality assurance, research and service development projects.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 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 **Transition Manager **you will:

- Investigate and resolve complex complaints from Scheme participants, service providers, stakeholders and the general public in relation to the Lifetime Care and Support Scheme and CTP Care and Workers Care programs; funding schemes that support people with severe and catastrophic injuries in NSW.
- Manage the process for resolving disputes about eligibility to the Lifetime Care and Support scheme and about Lifetime Care participant treatment and care needs in accordance with legislation and guidelines. This includes assessing each dispute for early resolution and escalating disputes to external assessors as required.
- Conduct independent internal reviews of disputed CTP Care claims decisions under the Motor Accident Injuries Act 2017 (NSW) and Motor Accident Guidelines, reviewing claims, medical documentation and previous decisions to provide fair, effective, timely and sustainable decisions relating to treatment and care.
- Develop and maintain influential and collaborative working relationships with internal staff and external stakeholders who operate in an ecosystem of services, to negotiate solutions, resolve issues informally and formally and prevent formal disputes.
- Participate in recruiting, training and monitoring Lifetime Care dispute assessors to ensure that dispute assessments meet participant needs and the needs of the Scheme. This includes providing them information about the applicable legislation, guidelines and procedures.
- Participate in developing policies, procedures and guidelines relating to disputes and complaints, ensuring that the processes are accessible to those with an acquired severe injury.

**Skills & Experience**
- Excellent verbal and written communication skills.
- Empathetic nature and skilled in having difficult sensitive conversations with internal and external stakeholders, some of whom may have a physical or cognitive disability.
- Ability to make day-to-day decisions on internal reviews, disputes, complaints.
- Ability to make effective judgements under pressure and within tight timeframes.
- Ability to autonomously manage multiple and varied pieces of work at the same time.
- A tertiary degree in health, allied health or a related field.
- A background in disability, health or management of severe injuries is highly regarded

**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.

In addition, we insure builders and homeowners, provide treatment and care to people severely injured on NSW roads; and protect more than $266.6 billion of NSW Government assets, including the Sydney Opera House, the Sydney Harbour Bridge, schools and hospitals.
- 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 comm

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