Technical Specialist

Technical Specialist

Summary:  Provide support and advice to the Case Management team on complex workers compensation matters; assist in the triage of claims and the allocation of workflows; complete reviews and auditing of claims

Location: Wollongong, NSW

• FTC – 12 months opportunity as a Technical Specialist with icare
• Hybrid working environment, with three days in Wollongong office
• Offering competitive starting salary of $129,464

About the Role

Provide support and advice to the Case Management team on complex workers compensation matters; assist in the triage of claims and the allocation of workflows; complete reviews and auditing of claims and identify emerging trends to management that may impact on claims experience; and undertake management of complex and sensitive claims. Support the team with timely, quality and evidenced-based decision making. Lift capability of the team, develop and implement opportunities to continually improve and enhance services to our customers.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 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 an Technical Specialist  you will:

• Assist with management of complex and sensitive workers compensation claims.
• Foster the active engagement and work directly with internal and external stakeholders, providing proactive advice, communications and support in the development and implementation of effective claims management.
• Assist in the resolution of escalated customer issues relating to workers insurance.
• Organise and manage file reviews in accordance with estimation and claims guidelines and established quality assurance processes.
• Monitor, review and provide advice on appropriate responses to complex and sensitive claims to ensure that consistent strategies are adopted.
• Coordinate and support measures to deliver a high-level of customer service including management and triage of escalations and related procedures.
• Provide technical input into the review and updating of the claims guidelines associated with the schemes managed by the claims team (Workers Compensation Nominal Insurer Uninsured Liabilities, Volunteer Agencies, NSW Government Agencies, Nominal Insurer, TMF Closed Schemes, Sporting Injuries).
• Identify opportunities to improve business practices. Initiate, manage and monitor specific tasks and projects to review, assess and improve business requirements and processes.
• Support the development of case managers and other claims staff through providing coaching, training and mentoring to the team and ensuring capabilities developed towards holistic claims management.
• Regularly provide input into the triage of new and re-open claims as well as the allocation of workflow within the team.
• Lead and contribute to projects and process development.
• Engage with, consult and manage communications with injured workers, employers, service provides and other relevant stakeholders.
• Prepare and complete timely investigation referrals to ensure the information necessary to make a liability decision is received.
• Assist with complex liability decisions (including drafting), manage, and conduct peer reviews of liability decisions within legislated timeframes.
• Participate in and lead discussions with injured workers and employers when required.
• Coach and guide claims teams and facilitate technical education/training.
• Participate in and support claims teams in strategic reviews and external case conferencing.
• Provide technical expertise on and review pre-injury average weekly earnings and other work capacity decisions.
• Ensure allocated claims team achieve performance and key performance targets.
• Identify continuous improvement opportunities and work with claims teams on solutions to maximise the effectiveness of liability initiatives across the claims segments.
• Act on feedback received on liability decision reviews and litigation to ensure continuous improvement across the claims segments.
• Report to the Senior Team and contribute to practice and professional development initiatives.
• Ensure the effective management of key legislative drivers in accordance with the Act.
• Undertake ongoing entitlement reviews in accordance with the Act, guidelines and the claims model.
• Actively support claims teams to consult all stakeholders to enable collection of all relevant information to make evidence-based liability decisions.
• Ensure all reasonably excused claims are determined within relevant timeframes.
• Monitor the implementation of initiatives and provide advice on actions to respond to issues relating to risk, budget and resource management.

Skills & Experience

• Comprehensive understanding of workers insurance legislation combined with a solid working understanding the operation of the NSW workers insurance scheme.
• Extensive experience in relationship management, interpersonal and leadership skills.
• Ability to tailor communications and approach to the specific customer, regardless of whether they are an individual or representative of a company
• Experience with multiple personal injury schemes desirable.

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, to deliver better outcomes for those we serve.  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.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

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.