Hybrid Eligibility Officer: Shape Recovery Journeys

Employees Mutuals Limited; Adelaide; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Fitness Passport

RewardsHub discounts

Wellbeing program

Learning and development

Employee Assistance Program

Celebration events

Annual incentive and salary reviews

Job summary

EML is seeking an Eligibility Officer in Adelaide to uncover facts, assess evidence, and make decisions shaping recovery and return-to-work outcomes. The role emphasizes curiosity, problem-solving, and stakeholder collaboration, with full-time permanence and flexible work-from-home up to two days weekly after training.

You will engage with workers, employers and medical professionals to gather information, make fair decisions, and contribute to a meaningful difference in people’s lives.

Qualifications

• 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 and organisational skills.
• Ability to assess information, apply legislation, policy, and evidence, and exercise sound judgement.
• Adaptability and willingness to learn new systems, processes and legislative requirements.
• Ability to work in a fast-paced environment while maintaining accuracy, professionalism, and a customer-focused approach.

Responsibilities

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

Skills

Customer service

Communication

Attention to detail

Legislation knowledge

Adaptability

Empathy

Decision making

Fast-paced work

Job description

EML is seeking an Eligibility Officer in Adelaide to uncover facts, assess evidence, and make decisions shaping recovery and return-to-work outcomes. The role emphasizes curiosity, problem-solving, and stakeholder collaboration, with full-time permanence and flexible work-from-home up to two days weekly after training.

You will engage with workers, employers and medical professionals to gather information, make fair decisions, and contribute to a meaningful difference in people’s lives.