Complex Claim Specialist (Psychological injury)

icare; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Work-life balance

Health subsidies

Career development

Employee benefits

Inclusive culture

Job summary

icare is recruiting for a Complex Claim Specialist (Psychological injury) in Sydney with flexible hybrid working. You will influence outcomes, provide strategic guidance, and support evidence-based decision making across complex psychological injury claims.

Working within Scheme Performance and Sustainability, you will partner with claims teams, service providers and stakeholders to improve approaches to psychological injury management and contribute to long-term scheme sustainability.

Qualifications

• Experience managing psychological injuries or mental health conditions in insurance, injury management or clinical settings.
• Ability to provide trusted guidance on complex claim scenarios balancing customer, regulatory and scheme considerations.
• Understanding of workers' compensation legislation and regulatory frameworks.
• Proven ability to influence and collaborate with diverse stakeholders to achieve outcomes.

Responsibilities

• Provide specialist guidance on complex psychological injury claims and recovery strategies.
• Coach and support claims teams on challenging claim scenarios, treatment requests and recovery pathways.
• Partner with service providers and internal teams to identify opportunities for continuous improvement.
• Review claim management practices and use insights to improve service delivery and customer outcomes.
• Develop and implement strategies that support effective injury management and sustainable scheme performance.
• Build strong relationships with internal and external stakeholders to drive collaboration and better outcomes.
• Prepare strategic and operational recommendations, reports and guidance materials to support decision making.

Skills

Psychological injury management

Stakeholder collaboration

Communication of complex issues

Regulatory and scheme knowledge

Judgement and problem-solving

Advisory and coaching skills

Influence and strategic guidance

Education

Allied health qualification (psychologist, social worker, mental health nurse)

Job description

Complex Claim Specialist (Psychological injury)

Complex Claims Specialist (Psychological Injury)

• Influence complex psychological injury claim outcomes
• Provide strategic guidance and specialist expertise
• Sydney based role with flexible hybrid working

About the role

Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW. Based within Scheme Performance and Sustainability, you'll use your expertise in psychological injury management to influence claim outcomes, strengthen stakeholder capability and support evidence-based decision making across complex claims.

This is an opportunity to work beyond an individual caseload and have a broader impact across the scheme. You'll partner with claims teams, service providers and key stakeholders to improve approaches to psychological injury management, support better customer outcomes and contribute to long-term scheme sustainability.

What you'll be working on

• Provide specialist guidance on complex psychological injury claims and recovery strategies
• Coach and support claims teams on managing challenging claim scenarios, treatment requests and recovery pathways
• Partner with Claims Service Providers and internal teams to identify opportunities for continuous improvement
• Review claim management practices and use insights to improve service delivery and customer outcomes
• Develop and implement strategies that support effective injury management and sustainable scheme performance
• Build strong relationships with internal and external stakeholders to drive collaboration and better outcomes
• Prepare strategic and operational recommendations, reports and guidance materials to support decision making

What you'll bring

• Experience managing psychological injuries, mental health conditions or complex recovery matters in an insurance, injury management or clinical setting
• The ability to provide trusted advice and guidance on complex claim situations while balancing customer, regulatory and scheme considerations
• Understanding of workers compensation legislation, injury management principles and relevant regulatory frameworks
• Experience influencing and collaborating with a broad range of stakeholders to achieve shared outcomes
• Strong judgement and problem-solving skills when navigating complexity, competing priorities and sensitive matters
• The ability to explain complex claim, recovery or treatment issues clearly to both technical and non-technical audiences
• Qualifications and experience as a psychologist, social worker, mental health nurse or similar allied health professional will be highly regarded
• Experience in an injury management specialist, technical specialist or advisory role is desirable

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve. If you need adjustments during the process please note this in your application.

Before you apply

To be eligible for this opportunity, you'll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you'll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.