Job Description
Full job description
icare
Reference number
498581
Occupation
Administration and Clerical, Regulatory and Compliance
Work type
Full-Time
Location
Sydney City
Salary
No info
Closing date
23 February 2026 at 11:55pm
About the Role
To ensure person centred, timely, quality and cost-effective onboarding services are coordinated and provided to meet CTP Care client’s needs and scheme objectives.
In this role you will be a point of contact for the licensed CTP Insurer during the onboarding of clients into CTP Care. You will be required to identify and make sense of complex injury and claim information and have clear conversations about this information. You will make recommendations regarding clients’ entitlements to the scheme and identify current services being received by the clients to ensure a smooth transition regarding their treatment and care needs. You will also be responsible for finalising claims when clients have been inactive and do not have treatment and care needs.
Benefits
A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
icare day – access to an extra day’s leave
17.5% annual leave loading
Comprehensive learning and development support aligned to icare’s Core Capabilities.
Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
Access to our Employee Assistance Program
Duties
Proactively manage a portfolio of onboarding clients using a person-centred approach to identify immediate and ongoing needs and priorities for follow up
Apply your experience in interpreting medical/ claim information from insurers, health professionals and other key stakeholders to achieve a smooth transition for clients onboarding to the CTP Care program.Liaise and collaborate with the client, CTP Insurer and external service providers to gather and verify relevant information to form a view about entitlements and priorities for intervention.
Proactively identify key information and follow up any queries with the CTP Insurer in partnership with the Insurer Engagement lead and other stakeholders.
Finalise cases when appropriate due to inactivity in accordance with regulatory requirements.
Work to address complaints in accordance with regulatory requirements if and when they arise.
Communicating (written/ verbal) regulatory requirements / expectations that adheres to regulatory framework timeframes.
Maintain accurate records in the case management system for the team/ business unit in accordance with records management policies and procedures.
Prepare agenda and complete minutes for CTP Insurer meetings in conjunction with Insurer Engagement Lead.
Where required, assist other team members with setting up purchase orders and payment of invoices within delegation.
Adhere to the KPIs that monitor and measure key areas of the role and the scheme.
Be adaptable to role structure changes with changing business and client needs as the scheme grows.
Assist with other administrative tasks from time to time as directed.
Work collaboratively with all CTP care teams to improve quality assurance, disputes and complaints processes and continuous improvement systems to drive quality and consistency in decision making.
Skills & Expertise
An ability to prioritise workload using sound organisational and time management skills
An understanding of the needs and perspectives of people with chronic injury within a legislated environment.
Critical reasoning skills to ensure a high degree of integrity in recommendations made.
Good communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders.
Excellent attention to detail
Ability to succinctly summarise file information while maintaining accuracy
Capability to work in a dynamic environment
Culture
We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.
About the Company
We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
For more information about icare visit our website
icare operates a direct sourcing model so no agency introductions will be accepted
We are a Circle Back Initiative Employer – we commit to respond to every applicant
A talent pool may be created through this recruitment process.
Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.
icare
Reference number
498581
Occupation
Administration and Clerical, Regulatory and Compliance
Work type
Full-Time
Location
Sydney City
Salary
No info
Closing date
23 February 2026 at 11:55pm
About the Role
To ensure person centred, timely, quality and cost-effective onboarding services are coordinated and provided to meet CTP Care client’s needs and scheme objectives.
In this role you will be a point of contact for the licensed CTP Insurer during the onboarding of clients into CTP Care. You will be required to identify and make sense of complex injury and claim information and have clear conversations about this information. You will make recommendations regarding clients’ entitlements to the scheme and identify current services being received by the clients to ensure a smooth transition regarding their treatment and care needs. You will also be responsible for finalising claims when clients have been inactive and do not have treatment and care needs.
Benefits
A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
icare day – access to an extra day’s leave
17.5% annual leave loading
Comprehensive learning and development support aligned to icare’s Core Capabilities.
Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
Access to our Employee Assistance Program
Duties
Proactively manage a portfolio of onboarding clients using a person-centred approach to identify immediate and ongoing needs and priorities for follow up
Apply your experience in interpreting medical/ claim information from insurers, health professionals and other key stakeholders to achieve a smooth transition for clients onboarding to the CTP Care program.Liaise and collaborate with the client, CTP Insurer and external service providers to gather and verify relevant information to form a view about entitlements and priorities for intervention.
Proactively identify key information and follow up any queries with the CTP Insurer in partnership with the Insurer Engagement lead and other stakeholders.
Finalise cases when appropriate due to inactivity in accordance with regulatory requirements.
Work to address complaints in accordance with regulatory requirements if and when they arise.
Communicating (written/ verbal) regulatory requirements / expectations that adheres to regulatory framework timeframes.
Maintain accurate records in the case management system for the team/ business unit in accordance with records management policies and procedures.
Prepare agenda and complete minutes for CTP Insurer meetings in conjunction with Insurer Engagement Lead.
Where required, assist other team members with setting up purchase orders and payment of invoices within delegation.
Adhere to the KPIs that monitor and measure key areas of the role and the scheme.
Be adaptable to role structure changes with changing business and client needs as the scheme grows.
Assist with other administrative tasks from time to time as directed.
Work collaboratively with all CTP care teams to improve quality assurance, disputes and complaints processes and continuous improvement systems to drive quality and consistency in decision making.
Skills & Expertise
An ability to prioritise workload using sound organisational and time management skills
An understanding of the needs and perspectives of people with chronic injury within a legislated environment.
Critical reasoning skills to ensure a high degree of integrity in recommendations made.
Good communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders.
Excellent attention to detail
Ability to succinctly summarise file information while maintaining accuracy
Capability to work in a dynamic environment
Culture
We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.
About the Company
We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
For more information about icare visit our website
icare operates a direct sourcing model so no agency introductions will be accepted
We are a Circle Back Initiative Employer – we commit to respond to every applicant
A talent pool may be created through this recruitment process.
Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.
💡 Quick Summary
Seeking a career-building opportunity? The Onboarding Support Officer position is now open for candidates interested in the Government Job Alert sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.