Quality Assurance and Improvement Specialist

1 month ago

Sydney, New South Wales, Australia EML (Employers Mutual Limited) Full time

THE OPPORTUNITY

The Quality Assurance and Improvement Specialist plays a critical role in driving, owning, and improving internal and external audit outcomes. Working closely with the Senior Leadership Team, Case Managers, and Insurer, the Specialist will coordinate internal Quality Assurance and regulator audit responses. This will involve implementing continuous improvement activities arising from feedback from these audits.

This position requires a high degree of collaboration with claims teams, management, and the host insurer to deliver the highest level of quality, performance, and competence. The Specialist will be required to manage, control, and diagnose quality audit issues, as well as work to resolve and close out live issues.

YOUR RESPONSIBILITIES

  • Develop, implement, and assist in driving the strategic direction, performance, and sustainability of the CTP claims teams, in line with the regulator's requirements and EML's Claims Management model and objectives.
  • Seek to understand and adopt the QA framework as part of onsite BAU processes and identify and evaluate organisational development needs across the CTP portfolio.
  • Build and maintain productive internal and external relationships by liaising effectively and collaboratively with host insurer, management, claims teams, and shared services.
  • Provide accurate and complete information that is consistent and easy to understand, including options for addressing areas of remediation and processes, tools, and opportunities that will rectify these issues.
  • Act as facilitator between Shared Services and Operations teams to ensure Quality and Improvement objectives are met.

ABOUT YOU

  • Demonstrated experience working in a similar role with exposure to Quality Assurance requirements and working with regulators.
  • Prior CTP claims management experience.
  • Tertiary studies in Allied Health desirable.
  • Strong customer service skills.
  • Attention to detail and organisational skills.

WHAT WE OFFER

EML is an equal opportunity employer and values diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and respected.

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