Job description
We are seeking a number of experienced Claims Consultants/ Case Managers to fill temporary full-time positions within this Federal Government Department based in Melbourne CBD.
This position would perfectly suit someone who has proven claims/insurance experience who is wanting to further their career within the public sector, as the role includes investigating and determining claims for injuries/diseases and related benefits as well as the offsetting of compensation payments. This opportunity has an initial contract until June 2023 with possibility of extension.
The Role and Responsibilities
The role will involve managing a caseload of claims at various stages and facilitating payment of compensation benefits to eligible clients. You will be required to exercise your judgement to make determinations based on gathered evidence and the application of relevant legislation. There is a significant degree of stakeholder engagement, and the highest level of customer service is essential.
Responsibilities include:
Effective communication and the ability to build positive working relationships with relevant stakeholders will be critical to your success in this role.
In addition, you will demonstrate the following:
Please note: Successful candidates must be Australian Citizens and be willing to undertake a National Police Clearance.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.
This position would perfectly suit someone who has proven claims/insurance experience who is wanting to further their career within the public sector, as the role includes investigating and determining claims for injuries/diseases and related benefits as well as the offsetting of compensation payments. This opportunity has an initial contract until June 2023 with possibility of extension.
The Role and Responsibilities
The role will involve managing a caseload of claims at various stages and facilitating payment of compensation benefits to eligible clients. You will be required to exercise your judgement to make determinations based on gathered evidence and the application of relevant legislation. There is a significant degree of stakeholder engagement, and the highest level of customer service is essential.
Responsibilities include:
- End to end management of claims
- Interpreting legislation and service details and make determinations for entitlements
- Actively investigating claims, working with clients and stakeholders to supply evidence to inform decision making.
- Providing a direct service to clients, including other government departments and agencies
- Providing accurate information on the range of benefits and services provided by telephone
- Responding to incoming mail and electronic correspondence
- Handling escalated enquiries, identifying high risk/ complex clients, and implementing strategies to ensure client safety, including referrals to appropriate management areas and internal mental health teams
- Data entry into an in-house information management system
Effective communication and the ability to build positive working relationships with relevant stakeholders will be critical to your success in this role.
In addition, you will demonstrate the following:
- Experience in claims/case management
- Excellent computer skills / the ability to learn new systems
- Be able to build rapport with both internal and external stakeholders
- Respond to queries in an efficient and professional manner
- Demonstrate excellent written and verbal communication skills
- Have the ability to research and interpret legislation, policies and procedures
- Ability to be resilient and handle complex and sensitive enquiries
- Experience in managing complex case and client relationships, including escalated queries and issues, with the ability to understand needs and challenges of vulnerable stakeholder groups
- Experience within a process driven environment, working within an output and quality focussed setting
- Dexterity in adapting to change and making evidence-based decisions in a fast paced environment
Please note: Successful candidates must be Australian Citizens and be willing to undertake a National Police Clearance.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
Note: You may be required to provide evidence of your COVID-19 vaccination status.