Job Description
To support the Business Performance lead with providing timely metrics in regards to performance of the claims team. Enhance the knowledge of the technical specialists and claims team with SIRA requirements for data quality and claims management.
Benefits
A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
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
It’s an exciting time at icare where no two days are the same; as a Technical Support Advisor you will:
Review data and provide expert guidance to claims team to ensure accuracy with SIRA data submissions
Complete monthly reports to Regulatory affairs for the uninsured portfolio outlining claims accepted and declined
Provide expert training and support with data aspects such as TOOCS, date claim made, Work Status Code, Data ceased, date resumed
Provide monthly reports to the Volunteer Agencies regarding open claims, Closed claims and claims received each month
Enhance the knowledge of technical specialists with Industrial Deafness claims and uninsured claims with determining insured
With the Business Performance Lead, develop reporting on Work Capacity Decisions, compliance results on each scheme, QAF results, reporting on complaints and any ahdoc reporting as per Business needs
Provide further guidance to technical specialists in respect to all claims managed by the icare Specialist Claims team
Work together with other team members to provide continuous support for the icare Specialist Claims Team and implement new initiatives
Use technical or specialist knowledge to inform and educate others, manage queries and issues through to resolution
Coach and mentor peers and other internal stakeholders to achieve positive customer outcomes.
Provide expert advice on PAYG summaries and assist the claims team with resolving any issues in respect to incorrect tax file numbers or PAYG summary holds.
Provide advice for adhoc queries about claims
Make judgements and decisions on when to escalated issues
Make appropriate recommendations to improve business procedures and outcomes and support change
Contribute to the evaluation and implementation of service delivery for clients, including participating in internal collaboration for improvement, research and service development projects.
Skills & Experience
Extensive understanding of the NSW workers compensation ecosystem, legislation and guidelines.
Customer service or continuous improvement experience (2 years)
Proven experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry (5 years)
Demonstrated experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry.
Experience in continuous improvement approaches
Experience in creating solutions and problem solving.
A broad range of experience in the management of complex and/or sensitive matters.
Established expertise in workers compensation in a particular area, e.g. PIAWE, WID, commutations
Performance analysis / data analytics development or experience desirable
Relevant degree qualifications, e.g. allied health or business desirable
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, to deliver better outcomes for those we serve. 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.
If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.
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.
Benefits
A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
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
It’s an exciting time at icare where no two days are the same; as a Technical Support Advisor you will:
Review data and provide expert guidance to claims team to ensure accuracy with SIRA data submissions
Complete monthly reports to Regulatory affairs for the uninsured portfolio outlining claims accepted and declined
Provide expert training and support with data aspects such as TOOCS, date claim made, Work Status Code, Data ceased, date resumed
Provide monthly reports to the Volunteer Agencies regarding open claims, Closed claims and claims received each month
Enhance the knowledge of technical specialists with Industrial Deafness claims and uninsured claims with determining insured
With the Business Performance Lead, develop reporting on Work Capacity Decisions, compliance results on each scheme, QAF results, reporting on complaints and any ahdoc reporting as per Business needs
Provide further guidance to technical specialists in respect to all claims managed by the icare Specialist Claims team
Work together with other team members to provide continuous support for the icare Specialist Claims Team and implement new initiatives
Use technical or specialist knowledge to inform and educate others, manage queries and issues through to resolution
Coach and mentor peers and other internal stakeholders to achieve positive customer outcomes.
Provide expert advice on PAYG summaries and assist the claims team with resolving any issues in respect to incorrect tax file numbers or PAYG summary holds.
Provide advice for adhoc queries about claims
Make judgements and decisions on when to escalated issues
Make appropriate recommendations to improve business procedures and outcomes and support change
Contribute to the evaluation and implementation of service delivery for clients, including participating in internal collaboration for improvement, research and service development projects.
Skills & Experience
Extensive understanding of the NSW workers compensation ecosystem, legislation and guidelines.
Customer service or continuous improvement experience (2 years)
Proven experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry (5 years)
Demonstrated experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry.
Experience in continuous improvement approaches
Experience in creating solutions and problem solving.
A broad range of experience in the management of complex and/or sensitive matters.
Established expertise in workers compensation in a particular area, e.g. PIAWE, WID, commutations
Performance analysis / data analytics development or experience desirable
Relevant degree qualifications, e.g. allied health or business desirable
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, to deliver better outcomes for those we serve. 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.
If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.
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 Technical Support Advisor position is now open for candidates interested in the Remote Jobs 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 Remote Jobs is a plus.
