Client Support Officer

About the Role

To ensure person centred, timely, quality and cost-effective services are coordinated and provided to meet CTP Care clients' needs and scheme objectives.

In this role you will be a point of contact for clients who are in the responsive segment. You will be required to manage complex and sensitive conversations, make decisions regarding clients' entitlements to the scheme and priorities for service need, and understand how the long-term effects of injury impact on daily living and identify when the individual would benefit from intervention.

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
• 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 Operational Support Officer you will be involved across:

• Effectively manage a portfolio of people with treatment and care claims using a person-centred approach within the CTP Scheme.
• Review and interpret medical / claim information from insurers, health professionals and other key stakeholders to identify needs and achieve optimal client outcomes.
• Identify complex cases / issues and escalate to Injury Management Specialist and/ or Team Leader.
• Liaise and collaborate with clients and external service providers, to gather and verify relevant information to support the client within legislative framework.
• Apply critical reasoning and thinking within a decision-making framework regarding approving recommendations for reasonable and necessary treatment and care within agreed financial delegations.
• Plan 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 and treatment and care decisions to stakeholders whilst providing optimal customer experience.
• 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.
• Experience in making and communicating complex decisions in a timely manner and applying reasonable and necessary decision-making criteria in line with the Motor Accident Guidelines.
• Adhere to the KPI's that monitor and measure key areas of the role and the scheme.
• Assist with onboarding processes and be adaptable to role structure changes with changing business and client needs.
• Work collaboratively and communicate effectively with all members of the team/ business unit to support efficient operation of the team and service delivery.
• Apply empathy and an understanding of complex customer circumstances to resolve customer complaints in line with conduct principles, as the need arises.

Skills & Expertise

• Minimum 1 year personal injury claims experience or over 2 years claims management experience in an alternative setting
• A good 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.
• Good 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.
• Experience managing a caseload utilising a case management system/software
• Capability to work in a dynamic environment.

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.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.

[MM1]@Zimmermann, Samantha have added this to address feedback.