Case Manager, High Complexity

QBE Insurance Group; City of Parramatta; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Life Leave

Job summary

QBE Insurance is seeking a passionate corporate professional to join the People Risk CTP Insurance Claims team. You will guide individuals through recovery after motor vehicle accidents, liaising with stakeholders and ensuring timely approval of treatments and services.

In this hybrid role, you will handle a large portfolio of claims, maintain strong relationships with customers and providers, and navigate regulatory frameworks to ensure compliant, timely outcomes.

Qualifications

• Experience in insurance claims, including workers' compensation or CTP, is preferred.
• Ability to manage high-volume inbound/outbound calls with empathy and accuracy.
• Strong communication skills, both written and verbal, for diverse stakeholders.

Responsibilities

• Manage inbound and outbound calls, overseeing a substantial portfolio of personal injury claims.
• Review incidents to determine policy coverage and processing of medical expenses.
• Coordinate care with healthcare providers to ensure timely service and coverage.
• Maintain accurate records, meet deadlines, and ensure compliance with policies and regulations.

Skills

Analytical Thinking

Case Management

Claims Settlement

Communication

Critical Thinking

Customer Service

Data Privacy

Disability Claims

Stakeholder Management

Negotiation

Job description

Time Type: Full timeWorker Type: Employee

• Location: Parramatta, Newcastle or Lismore
• Type: Permanent, full-time hours
• Hybrid role, happy to talk flexibility

Primary Details

Time Type: Full timeWorker Type: Employee

• Location: Parramatta, Newcastle or Lismore
• Type: Permanent, full-time hours
• Hybrid role, happy to talk flexibility

The opportunity

We’re seeking a passionate and experienced corporate professional ready to take the next step in their career. Join a supportive, purpose driven team where your work truly makes a difference helping people rebuild their lives after a motor vehicle accident. As part of our People Risk Compulsory Third Party (CTP) Insurance Claims team, you’ll play a pivotal role in guiding individuals through their recovery journey and getting them back on track.

About QBE

• At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.
• We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.
• What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role

This is a dynamic and fast-paced position that requires resilience, exceptional organisational skills, and the ability to make informed decisions under pressure, all while delivering compassionate support to individuals during some of the most challenging times of their lives. In this role, you will be responsible for:

• Managing inbound and outbound calls, providing critical support to customers in a fast-paced environment. You will independently oversee a substantial portfolio of personal injury claims, supporting injured customers, liaising with a wide range of stakeholders, and ensuring the prompt approval of essential treatments and services.
• Conducting thorough reviews of each incident to determine policy coverage, ensuring that all reasonable and necessary medical expenses related to claimants’ injuries are processed and paid without delay. This requires attention to detail and the ability to navigate complex regulatory frameworks and company protocols.
• Maintaining strong, professional relationships and clear, consistent communication with customers, medical providers, and colleagues. Direct liaison with healthcare providers will be essential to coordinate care, confirm coverage, and guarantee that claimants receive the services they need in a timely manner.
• Assessing and facilitating compensation for outstanding and anticipated medical or care expenses, as well as managing claims related to loss of income or other impacts on the claimant. You will need to keep precise and comprehensive records, consistently meet strict deadlines, and ensure full compliance with all company policies, industry regulations, and legal requirements.

About You

• Ideally have experience in insurance claims, including Workers Compensation or CTP, legal, or allied health roles, thriving in environments with high call volumes and rapid pace.
• Demonstrated ability to manage inbound and outbound calls efficiently, maintaining composure and delivering critical support in fast-paced situations.
• Compassionate and Resilient: Unwavering commitment to helping others, approaching challenging circumstances with a positive, solutions-focused attitude.
• Exceptional Communication with articulate and professional verbal and written exchanges, ensuring information is clear and concise for all stakeholders.
• Dedicated to providing outstanding service, placing customers’ needs at the centre of every interaction and consistently striving for effective outcomes.
• Confident in making sound decisions, staying calm under pressure, and taking ownership of results from start to finish.

Benefits

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• Life Leave, supporting the life events we all experience, leaving your annual leave for rest

Awards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

Skills

Analytical Thinking, Case Management, Claims Settlement, Communication, Critical Thinking, Customer Service, Data Privacy, Disability Claims, Intentional collaboration, Managing performance, Negotiation, Personal Injury Claims, Risk Assessments, Sound Judgment, Stakeholder ManagementApplication Close Date: 01/10/2026 11:59 PM

Your career. At the heart of it.

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at ***email_hidden*** .

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.