Case Manager

eml; Newcastle; Hybrid; GBP 42,000 - 57,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

RewardsHub discounts

Corporate wellbeing program

Learning and development

Employee Assistance Program

Company celebrations

Annual incentive scheme

Job summary

EML is hiring in Newcastle for a permanent, full‑time role focusing on complex workers compensation claims for Workers With Highest Needs. The position combines in‑office collaboration with up to two days remote work, emphasizing personal, empathetic service to injured workers and their employers under NSW guidelines.

You will manage a diverse caseload, coordinate with icare, medical professionals and stakeholders, and drive wellbeing plans to improve outcomes and satisfaction.

Qualifications

• Strong technical and case management capabilities with a passion for complex needs.
• The ability to multitask and shift priorities when needed.
• Proactive, self-motivated and can think creatively when engaging with stakeholders.
• High attention to detail and organisational skills.

Responsibilities

• Manage a portfolio of WWHN claims, including liability determinations for reasonably necessary Section 60 requests.
• Conduct ongoing entitlement reviews for weekly compensation and medical expenses.
• Independently oversee claims involving both physical and psychological injuries.
• Facilitate medical case conferences and lead strategic claims reviews to ensure optimal outcomes.
• Independently manage a portfolio of both physical and psychological injury claims.
• Detailed and person‑centric focus on completion of Wellbeing Plans with workers, doctors and providers to set ongoing goals for rehabilitation, treatment, care and support.

Skills

Case management

Multitasking

Attention to detail

Stakeholder communication

Creative thinking

Education

Allied health, insurance or business qualification

Job description

Why Join EML?

An Award-Winning Celebratory Culture That Recognises You

EML is known for its strong culture of appreciation, connection and celebration. Our people benefit from a powerful Reward & Recognition program, with more than 30,000 recognition moments shared in a single year, making our people feel valued and supported.

Flexibility That Supports Your Life

After your probation (subject to performance), you have the flexibility to work from home along with the choice between:

• Monthly rostered days off , or
• A 9-day fortnight

giving you more control over your time and work life balance.

Grow With a Specialist Organisation

Because personal injury is the only thing we do, EML offers one of the most stable and future‑focused careers in the industry. Our deep expertise, purpose‑driven work and development pathways help you build a long‑term career in a field where your skills will always be in demand. EML's investment in AI-powered technology is designed to reduce admin, giving you more time to focus on making a real difference in people's lives.

Make a real difference in people's lives with EML

As part of our diverse team based in Newcastle , you will help make a positive impact on someone's life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

The purpose of this role is to provide timely and personal customer focused and empathetic service to Injured Workers With Highest Needs and their employers. You will oversee and manage all aspects of a caseload of workers compensation claims within the NSW legislation and compliance guidelines.

This position is designed for those ready to deepen their expertise by managing some of the most challenging and complex Workers With Highest Needs (WWHN) claims while also being innovative in long term solution focused approaches to increase individual wellbeing to improve our customer satisfaction and purpose.

You’ll gain robust, overarching experience across diverse support services, litigation and complex Activities of Daily Living (ADLs), positioning you for future leadership and specialist opportunities within the industry.

At EML, we pride ourselves on delivering person‑centred case management that aligns with each worker's goals. This role involves close collaboration with icare, medical professionals, employers, and other stakeholders which are strengthening EML's reputation for excellence and innovation in injury management.

This will be a permanent, full-time position based in the Newcastle office, with flexibility to work from home up to 2 days a week.

What You'll Be Doing

• Manage a portfolio of WWHN claims, including liability determinations for reasonably necessary Section 60 requests.
• Conduct ongoing entitlement reviews for weekly compensation and medical expenses.
• Independently oversee claims involving both physical and psychological injuries.
• Facilitate medical case conferences and lead strategic claims reviews to ensure optimal outcomes.
• Independently manage a portfolio of both physical and psychological injury claims.
• Detailed and person‑centric focus on completion of Wellbeing Plans with workers, doctors and providers to set ongoing goals for rehabilitation, treatment, care and support.

What We're Looking For

• Strong technical and case management capabilities with a passion for complex needs.
• 12 months of insurance/workers compensation experience desirable with a focus on uplifting complex claim management experience
• Relevant allied health, insurance or business qualification is desirable but not mandatory
• The ability to multitask and shift priorities when needed.
• Proactive, self‑motivated and can think creatively when engaging with stakeholders such as workers, employers and providers.
• High attention to detail and organisational skills.
• Undertake face to face and virtual meetings with customers and various stakeholders as required.

Why You'll Love Being Part of EML

• Hybrid work options for better balance.
• Fitness Passport providing heavily discounted access to your local gyms, pools and fitness facilities.
• Discounts at 350+ retailers via RewardsHub plus discounts with corporate banking, super and private health insurance partners.
• Corporate wellbeing program , including gym and health insurance discounts.
• Comprehensive learning and development tailored to help you grow.
• More than a traditional Employee Assistance Program, our EAP provides access to professional medical advice and safety features for our employees and their families
• Company‑wide celebration events that keep us connected.
• Annual incentive scheme + regular salary reviews .

Ready to Make an Impact?