Injury Management Quality Consultant

**Injury Management Quality Consultant**
- **12 month fixed term contract**:

- **Brisbane/Sydney location flexible**

**About the role**:
Personal Injury Insurance (PII) covers CTP and Workers’ Insurance. These products operate within a regulated environment. Our CTP and Workers’ Insurance Statutory products operate across all open schemes and are distributed under AAMI, APIA, GIO, Shannons, Suncorp, and Vero brands. As Australia’s largest Statutory insurer, PII aspires to be the leading personal injury insurer across all schemes and markets nationally.

The purpose of this role is to provide qualitative insights regarding the management of Workers’ Insurance claims in our Underwritten Workers’ Insurance schemes and CTP Insurance Claims in our CTP Schemes in order to drive continuous improvement and ensure compliance with core regulatory obligations.

**What you’ll do**:

- Conduct quality assurance reviews on Personal Injury Claims assessing the quality, technical capability and injury management of CTP and WC claims.
- Utilise the result of QA reviews and perform different levels of root cause analysis to identify performance gaps, key business risks and emerging trends
- Actively provide constructive feedback, professional advice and business insight to Business Representatives and Leadership team within Personal Injury Claims through co-ordinating different business discussion e.g., calibration sessions, root cause analysis meeting, business insight presentation, etc.
- Increase awareness of the cost and consequence of technical decisions by providing objective input and recommendations when escalating trends and areas requiring improvement
- Follow up and monitor implementation of agreed action plans from the QA reviews and root cause analysis
- Provide technical and injury management expertise and feedback to support ongoing quality decisions and outcomes
- Engage with external clients/stakeholders on the interpretation and calibration of QA technical capability / injury management reviews required.
- Understands how to contribute to team, business and group priorities and drives priorities with a sense of purpose.
- Collaborates across and within teams and build strong relationships with customers to match the right solution to each customer’s needs - placing the customer at the heart of decisions.
- Knows and clarifies what’s expected, taking full accountability to resolve problems and set high personal standards to deliver timely results in a changing environment.
- Strong and consistent customer service and engagement.
- Considers and applies ‘smart’ risk management principles in all activities
- Builds strong relationships, works effectively in diverse and flexible teams, takes ownership for learning and development and is proactive to enhance their own and others’ safety and wellbeing.
- Keeps things simple while driving innovation, removing blockages and anticipates and adapts to changing market and business challenges.
- Manages the quality of own data input and proactively helps identify risks and issues

**About you**:

- Degree in Allied Health or related field - Mandatory
- Degree in Business, Commerce or related field - Desired
- Diploma or equivalent Qualification in Personal Injury Management - Desired
- 3-5 years clinical experience
- 3-5 years Workers Compensation / CTP claims experience - Desired
- 3-5 years Occupational Rehabilitation experience - Desired

**Key Capabilities**:

- Advanced knowledge of Personal Injury Insurance, Workers’ Insurance and/or CTP claims management and QA processes
- Demonstrated knowledge of injury management and return to work strategies
- Communication Skills - ability to convey and explain information, coherently and confidently both verbally and in writing.
- Customer experience-focused - committed to delivering a quality, differentiated experience to all customers.
- Decision Making - ability to make commercial decisions in line with delegated authority
- Strong negotiation skills - exploring opportunities with a view to mutual benefit and acceptance
- Adaptable and responsive to a continuously changing environment
- The ability to seek out information and break down problems and situations into simple lists of components and make or implement solutions as appropriate
- Rapport Building - use interpersonal style to establish and develop relationships with internal and external stakeholders, our customers and partners
- Ability to seek feedback on own performance and take responsibility for development
- The ability to prioritise and complete work in a timely manner with mínimal supervision
- Able to work both independently and as part of a team

**What we can offer you**
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 16 weeks paid parental leave and unlimited paid emergency response leave.
- Invest in your bri