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 workplace, 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
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📌 Rtw Case Manager (New South Wales)
🏢 EML Group
📍 New South Wales