Internal Dispute Review Specialist - CTP

insurance & care NSW; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid work

Gym subsidies

Health and wellbeing programs

Learning opportunities

Salary packaging and novated leasing

Extra leave

Health insurance discounts

Job summary

icare is expanding its Internal Review/Dispute Specialist team in NSW to support CTP Care. The role involves reviewing disputed decisions, analysing medical and claims data, and applying the Motor Accident Injuries Act and Guidelines to ensure fair, evidence-based outcomes.

You will work with claims, legal and CTP care stakeholders to strengthen decision-making and contribute to a collaborative, continuous improvement culture in a hybrid work environment.

Qualifications

• Legal, allied health, insurance or related qualifications, or equivalent experience in personal injury, health or disability environments.
• Strong understanding of relevant acts/guidelines and decision‑making frameworks.
• Experience reviewing decisions and providing clear rationale within a regulatory environment.

Responsibilities

• Conduct independent reviews of disputed CTP Care decisions, ensuring fair, timely, evidence-based recommendations.
• Analyse claims information, medical evidence and existing decisions to determine outcomes.
• Apply the Motor Accident Injuries Act and Guidelines to complex review matters.
• Liaise with legal stakeholders and the Personal Injury Commission on dispute processes.

Skills

Regulatory review

Dispute resolution

Stakeholder engagement

Written communication

Analytical thinking

Education

Legal or allied health qualification

Job description

About the Role

This is an exciting opportunity to join a growing Customer Resolution team as an Internal Review/Dispute Specialist, supporting the continued growth of CTP Care. Working across complex internal reviews and dispute matters, you'll play a critical role in ensuring treatment and care related decisions are fair, evidence-based and aligned with the Motor Accident Injuries Act 2017 and Motor Accident Guidelines.

As one of seven specialists in the team, you'll work closely with claims, legal and CTP care stakeholders, reviewing disputed decisions, providing clear recommendations and helping strengthen decision‑making practices across the business. You'll be supported by a collaborative team culture that values knowledge sharing, teamwork and continuous improvement, where colleagues work together to share workloads, solve complex problems and deliver the best possible outcomes for customers.

What you'll be working on

• Conduct independent reviews of disputed CTP Care decisions, ensuring recommendations are fair, timely and evidence-based
• Analyse claims information, medical evidence and existing decisions to determine appropriate outcomes
• Apply the Motor Accident Injuries Act, Guidelines and relevant decision‑making frameworks to complex review matters
• Liaise with internal and external legal stakeholders and the Personal Injury Commission in managing dispute processes
• Build strong relationships with internal stakeholders, legal representatives and external dispute bodies to support effective resolution outcomes
• Prepare clear, well‑reasoned written decisions and communicate complex information with confidence and empathy
• Identify trends, risks and opportunities to improve decision‑making quality, customer experience and dispute processes

What you'll bring

• Legal, Allied health, insurance or related qualifications, or equivalent experience in personal injury, health or disability environments
• Strong understanding of the Motor Accident Injuries Act 2017 (NSW), Motor Accident Guidelines and associated decision‑making frameworks
• Experience reviewing decisions, assessing evidence and providing clear rationale within a legislative or regulatory environment
• Excellent critical thinking, analytical and problem‑solving skills, with the ability to navigate complex matters and manage risk
• Strong stakeholder engagement skills and the ability to build trusted relationships across multidisciplinary teams
• Excellent written and verbal communication skills, including the ability to explain decisions clearly and manage difficult conversations professionally
• Experience in dispute resolution in the NSW CTP Scheme Previous experience managing disputes, submission or matters involving the Personal Injury Commission (PIC) will be highly regarded
• A collaborative, team‑first mindset with a willingness to share knowledge, support colleagues and contribute to a positive team culture

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 are committed to building a safe and inclusive workplace where people feel respected, supported and able to contribute their best. Inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve. We welcome and support people of all abilities and backgrounds to apply– if you need adjustments during the process please note this in your application.

Please note:

• You must be an Australian citizen, permanent resident, a New Zealand citizen with a current passport, or hold unrestricted working rights to apply.
• icare operates in NSW to be eligible for this role you must live and work in NSW.
• This role is subject to standard pre‑employment checks including criminal history checks.
• For more information about icare visit our website.
• icare operates a direct sourcing model, so no agency introductions will be accepted.