Eligibility Officer

Employers Mutual Management Pty Ltd; Adelaide; Hybrid; AUD 65,000 - 82,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport/ wellness benefits

Discounts with retailers and partners

Job summary

Employers Mutual Management Pty Ltd in Adelaide is seeking an Eligibility Officer to be at the start of a worker's compensation claim journey. You'll gather information from workers, employers and medical professionals, assess evidence, and decide whether claims should be accepted or declined.

This permanent, full-time role offers hybrid work with up to two days from home once trained, a supportive culture, and opportunities to develop expertise in personal injury while making a real difference

Qualifications

• A genuine commitment to helping others and delivering positive customer outcomes.
• Strong customer service skills with the ability to build rapport and communicate effectively with a range of stakeholders.
• Excellent written and verbal communication skills, including the ability to explain complex information clearly.
• Strong attention to detail, organisational skills, and the ability to analyse information to make informed decisions.
• Empathy, professionalism, and care in handling challenging conversations.
• Ability to assess information, apply legislation, policy and evidence, and exercise sound judgement.
• Adaptability and willingness to learn new systems and processes.
• Ability to work in a fast-paced environment while maintaining accuracy and a customer-focused approach.

Responsibilities

• Manage inbound and outbound calls and direct customers as needed during liability assessment.
• Assess and determine workplace injury claims of varying complexity in line with policy and law.
• Assist workers and employers to navigate the claims process with guidance for safe recovery and timely return to work.
• Develop and implement strategies to support achievement of performance and remuneration measures.

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 an Eligibility Officer , you'll play a pivotal role at the very start of a worker's compensation claim journey. Every claim begins with a story, and you'll be at the centre of uncovering the facts, assessing the evidence, and making decisions that can shape a person's recovery and return-to-work experience.

This is far more than a processing role. You'll use your curiosity, critical thinking, and problem-solving skills to gather information from workers, employers, medical professionals, and other stakeholders. By asking the right questions and analysing the available evidence, you'll make fair and timely decisions on whether claims should be accepted or declined.

If you enjoy solving complex problems, connecting the pieces of a situation, and building relationships with people from all walks of life, this is a role where you'll thrive. Every day brings new challenges, unique circumstances, and the opportunity to make a meaningful difference in the lives of others.

This will be a permanent, full-time position based in our Adelaide office, with flexibility to work from home up to 2 days a week once fully trained

What You'll Be Doing

• Manage inbound and outbound calls and directing customers queries accordingly while requesting information to assist in the liability assessment process
• Assess and determine workplace injury claims of varying complexity, ensuring decisions are made accurately, consistently, and within legislative and organisational requirements.
• Assist worker and employers to navigate the claims process, by providing them with education and guidance to support with facilitating safe recovery and timely, lasting return to work outcomes
• Develop and implement effective strategies to support the achievement of key performance and remuneration measures

What We’re Looking For

It’s ok if you haven’t done this before,what matters most is your commitment to helping othersthat can make you a great fit for the role.Do you have…

• A genuine commitment to helping others and delivering positive customer outcomes.
• Strong customer service skills with the ability to build rapport and communicate effectively with a range of stakeholders.
• Excellent written and verbal communication skills, including the ability to explain complex information in a clear and practical way.
• Strong attention to detail, organisational skills, and the ability to analyse information to make informed decisions.
• Confidence in managing challenging conversations with empathy, professionalism, and care.
• The ability to assess information, apply legislation, policy, and evidence, and exercise sound judgement.
• Adaptability and willingness to learn new systems, processes, and legislative requirements.
• The ability to work in a fast-paced environment while maintaining accuracy, professionalism, and a customer-focused approach.

Why You’ll Love Being Part of EML

You’ll enjoy a range of benefits designed to support your wellbeing, growth and success:

• 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?

If you're looking for a purposeful, people-focused career with stability, balance and a culture that celebrates you we would love to hear from you.