Senior Case Manager

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it's our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people's lives. It takes empathy, precision, and a strong sense of partnership—and that's exactly what you'll find here.   We're a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you'll play a vital role in helping businesses and individuals move forward with confidence. Here, you'll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you're here, you're part of something bigger. You're part of a team that shows up, stands together, and leads with purpose.
Overview

About the Role

In this position, you will work closely with injured workers to assist in the processing of their Workers Compensation claim during a challenging time after a workplace accident or injury.

You will be the central point of contact for your portfolio of injured workers, employers and any various other treating health providers to process weekly wage payments and support review of request for medical treatment, ensuring correct and timely processing of reimbursement of treatment costs. You'll also be a go-to provider of customer service for any queries we receive from injured workers and employers relating to the processing of their claim. You will also provide crucial Return to Work support for injured workers who are ready to make a return to the workplace.

Our Case Management positions offer a fully supportive and structured training program, as well as future pathways into other exciting opportunities. If you've been thinking about a career change, new challenge, or you want to use your experience in a different way, this could be the opportunity you've been looking for which can offer you stability, flexibility and career growth.

How you'll make an impact

In this position, you'll undertake the following:

• Managing and processing claims for injured workers who are claiming reimbursement and cost coverage of various types of medical expenses, to help them in their journey to recovery

• Reviewing, monitoring and approving requests from your injured workers for medical/surgical treatment

• Ensuring appropriate documentation is received to process weekly wage payments for employers and injured workers

• Administration based tasks such as, assessing and processing invoices, entering contact notes, drafting letters relating to decisions being made on claims etc

• Taking and making a high volume of client and customer calls relating to claims outcomes, updates, and customer service

• Working closely with internal and external stakeholders including, injured workers, employers, treating health care providers to support

• Utilising claims management systems and databases to record and review claims information, ensuring privacy and accuracy of information

• Working in conjunction with both external parties such as medical professionals, treating health providers, occupational rehabilitation services and employers, and internal teams such as your Injury Management and Technical teams to facilitate and influence a sustainable return to work and life for injured workers

• Participating in Case Conferences and implementing strategies for effective cost management on claims

About you

What are we looking for?

• Previous working experience in a customer service-based role, especially in fields/roles specialising in (but not limited to) employment services, rehabilitation, mental health, social work or health & safety

• Tertiary study within the disciplines of Psychology, social work or similar (beneficial, not essential)

• Recent work experience within a customer service-based role

• Strong telephone-based conversational/communication skills, administrative skills and ability to learn and use systems/databases

• Resilience

• Exceptional time management and organisational skills and the ability to prioritise your tasks

• Excellent communication and interpersonal skills, and a team-player attitude

• An aptitude for working within a dynamic, fast paced and challenging environment

To apply:

If this sounds like an opportunity you would be interested in, we would love to hear from you. Click on Apply for this Job.

To be considered for this opportunity you must have right to live and work in Australia when applying.

Compensation and benefits

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you'll get, depending on your job level these benefits may improve:

• 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
• Novated Leasing opportunities
• Two paid volunteer days annually
• Health Insurance Discounts with our Group Insurance Plan
• Employee Stock Purchase Program
• Paid parental leave

Other benefits include:

• Flexible and hybrid work arrangements
• Mental Health and Wellbeing Support for yourself and immediate family members
• Employee Recognition Awards and Service Milestone Recognitions
• Peer Support Program
• Annual flu vaccinations
• Access to Reward Gateway – discount offers at over 350 retailers
• And more...

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as "protected characteristics") by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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