Case Manager

About the Role

Join QBE Insurance as a dedicated Case Manager, where you'll be instrumental in supporting individuals through their recovery after motor vehicle accidents. This permanent, full-time position is based in Parramatta or Newcastle, NSW, with hybrid working arrangements expecting at least two days a week in the office. Your standard work hours will be between 8:30am and 5:00pm, Monday to Friday.

Role Responsibilities

• Handle a substantial volume of inbound and outbound calls, managing a personal portfolio of end-to-end personal injury claims.
• Provide critical support to customers, liaise with various stakeholders including healthcare providers, and ensure timely approval of necessary treatments and services.
• Conduct detailed reviews to confirm policy coverage and facilitate payment of reasonable medical expenses promptly.
• Maintain professional communication with customers, medical professionals, and team members while working efficiently under time constraints.
• Assess and manage compensation claims related to medical expenses, loss of income, and other impacts, ensuring compliance with company policies, legal standards, and deadlines.

Candidate Profile

• Experience in insurance claims environments such as Workers Compensation or CTP, legal, or allied health sectors, ideally accustomed to high call volumes and fast-paced settings.
• Proven capability in managing calls effectively while maintaining composure under pressure.
• Demonstrate empathy, resilience, and a positive, solution-focused attitude when supporting claimants.
• Excellent verbal and written communication skills for clear, professional interactions with all stakeholders.
• Customer-centric approach, consistently striving for successful outcomes.
• Capacity for sound decision-making, ownership of tasks, and problem-solving under pressure.
• Active listening skills to guide customers patiently through claims processes.
• Adaptability in learning new computer systems and technologies swiftly to provide seamless support.

Benefits

• Flexible hybrid workstrcture enhancing work-life balance.
• Life Leave policy supporting employees through significant life events, conserving annual leave.
• 18 weeks of gender-equal flexible leave for new parents, inclusive of paid superannuation.
• Discounts on insurance products, car hire, hotels, and various goods and services.

Rewards and Recognition

• 2025 Excellence in Diversity, Equity & Inclusion Award recipient for Respect@QBE.
• Platinum status on the Australian Workplace Equality Index for LGBTQI+ inclusion.
• Top ten ranking in the AAGE Top Graduate Employers 2025 for medium-sized programs.

Additional Information

Applicants must complete work rights, police, and credit checks as employment conditions. QBE values diversity and inclusion, offering assistance for access requirements and alternative work arrangements. Contact recruitment for support or to join QBE's networks.