Claims Officer

Employees Mutuals Limited; Adelaide; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Wellbeing program

RewardsHub discounts

Learning & development

Employee Assistance Program

Parental leave

Salary reviews

Annual incentive

Job summary

Employees Mutuals Limited (EML) in Adelaide is seeking a Claims Officer to support claims management and return-to-work processes. You will receive hands-on training, work with diverse stakeholders, and build expertise in eligibility, claims handling, and legislation.

The role offers a permanent, full-time path with hybrid work options, enabling two days per week from home and ongoing career development within a supportive team.

Qualifications

• Strong communication with medical professionals, stakeholders and customers.
• Ability to interpret medical information and apply policies.
• Customer-focused, empathetic and professional in sensitive situations.

Responsibilities

• Participate in a structured learning journey and contribute to a positive customer experience.
• Review medical documentation to support evidence-based decisions.
• Analyse treatment plans and request additional information when needed.
• Engage with workers, employers and providers to support return-to-work outcomes.
• Identify and escalate risks to management in a timely manner.

Skills

Communication skills

Customer service orientation

Stakeholder engagement

Analytical ability

Salesforce familiarity

Microsoft Office

Tools

Salesforce

Microsoft Office

Job description

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

Looking to start a career where you can learn, grow, and make a real difference? Join our supportive team in Adelaide, where you'll play an important role in helping people navigate the claims process while building valuable skills and experience along the way. As a Claims Officer, you'll receive hands‑on training and support from experienced team members, giving you the opportunity to develop your understanding of claims management, return‑to‑work schemes, and legislation. You'll work with a variety of stakeholders, gain exposure to different areas of the business, and build a strong foundation for future career opportunities, including pathways into roles such as Eligibility Officer and Claims Specialist. No two days are the same, and you'll have the opportunity to positively impact the lives of injured workers, employers, and treatment providers while developing your communication, problem‑solving, and relationship‑building skills in a rewarding and purpose‑driven environment. This will be a permanent, full‑time position based in our Adelaide office. Once fully trained, you'll enjoy the flexibility of a hybrid working arrangement, with the opportunity to work from home up to 2 days per week, supporting a healthy work-life balance while continuing to build your career with a supportive and colloborative team.

YOUR RESPONSIBILITIES

• Participate in a structured learning journey, building foundational knowledge while contributing to a positive customer experience and overall business performance.
• Review medical and supporting documentation, included complex surgical requests, to make informed, evidence-based decisions in line with legislative and policy requirements.
• Analyse surgical procedures and medical treatment plans, identifying gaps or inconsistencies and requesting additional clinical information where required.
• Engage with workers, employers, treatment providers and key stakeholders to support injury recovery and return‑to‑work outcomes.
• Proactively identify, report and escalation any emerging or potential risks to management in a timely manner.

ABOUT YOU

• Strong communication skills, with the ability to engage confidently with medical professionals, stakeholders and customers across phone and written channels.
• Ability to interpret and apply medical information such as reports, treatment plans or clinical notes to support informed, evidence-based decision making.
• Demonstrated customer focus, with the ability to take a holistic approach while remaining objective, empathetic and professional in sensitive situations.
• Experience with Salesforce and the Microsoft Office Suite is advantageous, but not essential.
• Highly organised with strong time management skills, able to manage competing priorities in a fast‑paced environment.

WHAT WE OFFER

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. EML provides career opportunities and great employee benefits, including:

• A diverse and collaborative team culture like no other
• Flexibility to work from home to support work/life balance
• A corporate wellbeing program with discounted health insurance and gym membership
• Generous discounts from over 350 retailers through our RewardsHub program
• Comprehensive learning and development opportunities to help you reach your full potential
• Access to support and counselling services with work or personal matters, through our Employee Assistance Program
• Companywide events to stay connected and celebrate success
• Entitlement to annual company incentive scheme + salary reviews
• Up to 16 weeks paid parental leave, plus super

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits.

About Us

There’s huge satisfaction from knowing that your talent and hard work has a purpose. You will be making a difference that counts. Our people care about making a difference. We are looking for people who share our commitment to positive change. Once we have found you, we pull out all the stops to keep you. The focus and support we provide for career development are one of the reasons we have such a vibrant, engaged, and talented team. You will not be forgotten here. Your career at EML will be full of opportunities to gain new skills, work, grow and succeed with us.