Eligibility Officer

Employees Mutuals Limited; Adelaide; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work from home

Health insurance discounts

Wellbeing program

RewardsHub discounts

Career development

Employee assistance

Company events

Annual incentive & salary reviews

Parental leave

Job summary

EML is seeking an Eligibility Officer in Adelaide to play a pivotal role at the start of a worker's compensation claim journey. You will gather information from workers, employers, medical professionals and others to assess evidence and make fair decisions on claims.

The role is full-time with the flexibility to work from home up to 2 days a week after training, helping to support recovery and a successful return-to-work outcome.

Responsibilities

• Manage inbound and outbound calls and direct customer queries while requesting information to assist in liability assessment.
• Assess and determine workplace injury claims of varying complexity, ensuring decisions are accurate, consistent and compliant with policy and legislation.
• Assist workers and employers to navigate the claims process with education and guidance to support safe recovery and timely return to work.
• Develop and implement strategies to support achievement of key performance and remuneration measures.

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

As part of our diverse team based in Adelaide, 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. 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.

YOUR RESPONSIBILITIES

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.

ABOUT YOU

Strong customer service focus with excellent written and verbal communication skills and the ability to analyse information to make a decision in line with the Return to Work Act. High attention to detail and organisational skills with the ability to problem solve and make informed decisions. Confidently navigate challenging conversations with empathy, professionalism and care. Analyse information and make sound decisions based on legislation, policy and evidence. Communicate complex information in a clear, practical and easy-to-understand way. Adapt quickly to new systems, processes and legislative requirements. Maintain accuracy, sound judgement and a customer-focused approach 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. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty. 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.