Case Manager - High Complexity

About the role

We're seeking a passionate and experienced corporate professional ready to take the next step in their career. Join a Newly Created, supportive, purpose driven team where your work truly makes a difference helping people rebuild their lives after a motor vehicle accident. As part of our People Risk Compulsory Third Party (CTP) Insurance Claims team, you'll play a pivotal role in guiding individuals through their recovery journey and getting them back on track. About QBE At QBE, we get to the heart of what matters for our customers . And we do it all with a human touch. We're an international insurer with more than 13,000 people working across 26 countries - which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner . What if you could have a positive impact - at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. Your new role This is a dynamic and fast-paced position that requires resilience, exceptional organisational skills, and the ability to make informed decisions under pressure, all while delivering compassionate support to individuals during some of the most challenging times of their lives. In this role, you will be responsible for: Managing inbound and outbound calls, providing critical support to customers in a fast-paced environment. You will independently oversee a substantial portfolio of personal injury claims, supporting injured customers, liaising with a wide range of stakeholders, and ensuring the prompt approval of essential treatments and services. Conducting thorough reviews of each incident to determine policy coverage, ensuring that all reasonable and necessary medical expenses related to claimants' injuries are processed and paid without delay. This requires attention to detail and the ability to navigate complex regulatory frameworks and company protocols. Maintaining strong, professional relationships and clear, consistent communication with customers, medical providers, and colleagues. Direct liaison with healthcare providers will be essential to coordinate care, confirm coverage, and guarantee that claimants receive the services they need in a timely manner. Assessing and facilitating compensation for outstanding and anticipated medical or care expenses, as well as managing claims related to loss of income or other impacts on the claimant. You will need to keep precise and comprehensive records, consistently meet strict deadlines, and ensure full compliance with all company policies, industry regulations, and legal requirements. About you Ideally have experience in insurance claims, including Workers Compensation or CTP, legal, or allied health roles, thriving in environments with high call volumes and rapid pace. Demonstrated ability to manage inbound and outbound calls efficiently, maintaining composure and delivering critical support in fast-paced situations. Compassionate and Resilient: Unwavering commitment to helping others, approaching challenging circumstances with a positive, solutions-focused attitude. Exceptional Communication with articulate and professional verbal and written exchanges, ensuring information is clear and concise for all stakeholders. Dedicated to providing outstanding service, placing customers' needs at the centre of every interaction and consistently striving for effective outcomes. Confident in making sound decisions, staying calm under pressure, and taking ownership of results from start to finish. Skilled in active listening, guiding customers with empathy and patience through each step of the claims process. Quick to master new computer systems and technologies, ensuring seamless support and adaptability in dynamic environments.

Benefits

Additional Information

Primary Details Time Type: Full time Worker Type: Employee The purpose of this role is to deliver claims service by accurately assessing policy coverage, investigating, evaluating, and negotiating assigned cases to resolution. please see more information about QBE careers here Locations: Parramatta and Lismore (NSW). Permanent Role. Full-time hours. Hybrid working arrangements.

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