Case Coordinator

**About the Role**

Effectively and efficiently case manage client care needs for cases which involve a relatively high level of complexity by assessing care or service requirements, develop, monitor and evaluate care plans and routinely adjusting those plans as needs change.

Work closely with providers to ensure the appropriate services are in place, based on client need. Ensure dependents receive the right information at the right time and are supported throughout the case management cycle.

The complexity of cases to manage will require established problem-solving skills and the ability to coordinate support with conflicting priorities in emotionally charged situations.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- icare day - access to an extra day's leave
- 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 a Case Coordinator you will:

- Manage icare's relationship with the client and dependents throughout the life of the case.
- Manage clients with complex medical needs through established problem solving skills. and routinely reassess and adjust services and support based on those needs documenting the rationale to inform any changes to service levels.
- Maintain accurate information and case management records to support the coordinated activities of the team.
- Prepare correspondence to clients and/or their representatives to ensure that they receive timely and accurate written advice of matters involving highly emotional situations, while managing client expectations through highly developed communication skills.
- Liaise with clients and families to obtain information and results and to ensure they are well supported through the process with an ongoing requirement to manage conflicting and concurrent needs and priorities requiring urgent solutions.
- Identify complex cases to management for priority action and determination to ensure the assessment or other processes do not exacerbate their illness.
- Monitor and approve invoices for any information, tests or investigations requested and ensure that this is captured in case files.
- Deal with multiple health jurisdictions and hospital/laboratory medical records, privacy and freedom of information policies and procedures in order to obtain client medical information.
- Keep up to date with the expanding classes of dust diseases and develop and maintain a comprehensive understanding of current legislation and medical terminology as it relates to dust diseases.
- Develop and maintain influential and collaborative working relationships with stakeholders and the wider icare teams to support clients.

**Skills & Experience**
- Highly developed communications skills, ability to solve problems and manage multiple tasks with conflicting deadlines and demands.
- Critical reasoning skills to ensure a high degree of integrity in the decision making processes.
- A well developed understanding of the needs and perspectives of people with a serious illness.
- Ability to set clear expectations and engage in difficult conversations in a simple and empathetic manner.
- Established community networks in the allied health, community, disability or social work sector.
- Experience in dealing with medical information in customer focused environment.
- A broad range of experience in a similar case management role.
- 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.

**Desirable skills & Experience**
- Qualifications/ experience in Allied Health/disability is desirable.
- Experience with assisting clients returning to work following injury/illness.

**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.