Complex Claim Specialist (Psychological injury)
Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW.
Based within Scheme Performance and Sustainability, you'll use your expertise in psychological injury management to influence claim outcomes, strengthen stakeholder capability and support evidence-based decision making across complex claims.
This is an opportunity to work beyond an individual caseload and have a broader impact across the scheme.
You'll partner with claims teams, service providers and key stakeholders to improve approaches to psychological injury management, support better customer outcomes and contribute to long-term scheme sustainability.
What you'll be working on
Provide specialist guidance on complex psychological injury claims and recovery strategies
Coach and support claims teams on managing challenging claim scenarios, treatment requests and recovery pathways
Partner with Claims Service Providers and internal teams to identify opportunities for continuous improvement
Review claim management practices and use insights to improve service delivery and customer outcomes
Develop and implement strategies that support effective injury management and sustainable scheme performance
Build strong relationships with internal and external stakeholders to drive collaboration and better outcomes
Prepare strategic and operational recommendations, reports and guidance materials to support decision making
What you'll bring
Experience managing psychological injuries,



mental health conditions or complex recovery matters in an insurance, injury management or clinical setting
The ability to provide trusted advice and guidance on complex claim situations while balancing customer, regulatory and scheme considerations
Understanding of workers compensation legislation, injury management principles and relevant regulatory frameworks
Experience influencing and collaborating with a broad range of stakeholders to achieve shared outcomes
Strong judgement and problem-solving skills when navigating complexity, competing priorities and sensitive matters
The ability to explain complex claim, recovery or treatment issues clearly to both technical and non-technical audiences
Qualifications and experience as a psychologist, social worker, mental health nurse or similar allied health professional will be highly regarded
Experience in an injury management specialist, technical specialist or advisory role is desirable
What we offer
Work-life balance: Flexible and hybrid working arrangements
Health and wellbeing: Gym subsidies, health checks, and EAP support
Career development: Learning opportunities to grow your skills and career
Employee benefits: Extra leave,



health insurance discounts, salary packaging and novated leasing
Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities
About icare
icare provides insurance and care to the people, businesses and communities of NSW.
Our work supports recovery, independence and safer workplaces.
We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future.
We believe the better we do, the better for NSW.
Before you apply
To be eligible for this prospect, you'll need unrestricted Australian working rights and be able to live and work in NSW.
This includes Australian citizens, permanent residents and New Zealand citizens with a current passport.
As part of our recruitment process, you'll also be asked to complete standard pre-employment checks, including a criminal history check.
Please note: icare operates a direct sourcing model and does not accept agency introductions.
We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive.
For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve.
If you need adjustments during the process please note this in your application.
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📌 Complex Claim Specialist (Psychological Injury) (Sydney)
🏢 iCare
📍 Sydney