RTW Case Manager

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Sydney, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

This is an exciting opportunity for someone with extensive customer service experience, an allied health background or case management experience to work within EML’s Specialised Insurance Group (SIG), supporting our Hospitality Industry Insurance (HII) and Trinity Insurance portfolios.

As a Case Manager, you will work with a portfolio of physical and psychological claims, liaising with multiple stakeholders to manage the end-to-end claims process. This may include determining claim liability, managing treatment, processing payments, attending case conferences and implementing recovery and return to work outcomes. Your empathetic and supportive approach will help injured workers navigate their recovery journey with confidence.

If you are looking to transfer your clinical experience into a corporate role or expand your case management experience within a specialised and values-driven environment, then this role is for you.

This will be a permanent, full-time position based in the Sydney office, with work-from-home flexibility (up to 3 days per week) considered from month three, subject to performance and approval.

YOUR RESPONSIBILITIES

• Proactively manage mental health and physical claims, drawing on your exceptional customer service and decision-making skills to make a positive impact every day

• Prepare and implement strategies within required timeframes to achieve optimal outcomes and minimise claim costs

• Liaise regularly with internal and external stakeholders to progress strategies and actions

• Facilitate active participation of injured workers and employers in recovery and return to work planning

• Proactively manage rehabilitation providers and approve rehabilitation and wellness plans in line with guidelines

• Undertake ongoing reviews relating to entitlements and payments

• Conduct claims reviews with clients as required

• Facilitate case conferences as required

• Undertake face-to-face meetings with customers as required

ABOUT YOU

• Extensive experience in customer service

• Experience in allied health, rehabilitation or disability support (including case management) is highly advantageous but not essential

• A high level of empathy and resilience when supporting injured workers through a customer-centric approach

• Proactive, strategically focused and able to think creatively when engaging with workers, employers, providers and families

• Strong communication skills with the ability to build rapport, confidence and trust

• An ability to actively listen and understand what matters most to the customer to support recovery and return to work

• Passionate about our purpose of helping people get their lives back

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other
• Flexibility to work from home to support work/life balance
• A corporate wellbeing program with discounted health insurance and gym membership
• Generous discounts from over 350 retailers through our RewardsHub program
• Comprehensive learning and development opportunities to help you reach your full potential
• Access to support and counselling services with work or personal matters, through our Employee Assistance Program
• Companywide events to stay connected and celebrate success
• Entitlement to annual company incentive scheme + salary reviews
• Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.