Senior Case Manager

Gallagher Bassett; City of Melbourne; Hybrid; AUD 60,000 - 76,000; Full time

Benefits offered by this job

Hybrid work arrangements

Monthly RDO

Paid Parental Leave

Reproductive leave

Birthday leave

Health insurance discounts

Wellness programs

Additional leave options

Job summary

Gallagher Bassett is seeking a claimant services professional in Australia to guide injured workers through recovery and return-to-work processes. You will manage a portfolio of claims, review treatment requests, and coordinate with medical professionals, employers, and internal teams to ensure timely outcomes.

The role emphasizes strong communication, meticulous documentation, and the ability to work across multiple databases in a hybrid work setup that supports Work from Home after training.

Qualifications

• Experience in fast-paced customer service roles within insurance, medical administration, occupational rehabilitation, or health sectors.
• Tertiary study in Psychology, social work or similar is beneficial but not essential.
• Strong telephone/communication skills with experience handling sensitive conversations.
• Excellent written and administrative skills with high attention to detail.

Responsibilities

• Guide injured workers through recovery and return-to-work processes, managing a portfolio of claims.
• Review and process requests for medical/surgical treatment and documentation.
• Coordinate with medical professionals, employers, and internal teams to support cost managed outcomes.
• Handle high-volume client calls, update claims data, and produce stakeholder communications.

Skills

Customer service

High-pressure environment

Communication skills

Written and admin skills

Time management

Team player

Self-starter

Education

Psychology or Social Work

Job description

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

In this role you will make a meaningful difference in your community, guiding injured workers with care in their recovery and return to work. Following comprehensive training, you will manage a portfolio of workers’ compensation claims, delivering exceptional customer service to injured workers during a challenging time for them after a workplace accident or injury. Join our passionate and growing team, and step into a role offering stability, flexibility and future pathways into other exciting opportunities.

How You'll Make An Impact

• Manage and process claims for injured workers who are claiming reimbursement and cost coverage of various types of medical expenses
• Review, monitor and approve requests from your injured workers for medical/surgical treatment
• Ensure appropriate documentation is received to process weekly wage payments for employers and injured workers
• Complete administrative based tasks including, assessing and processing invoices, entering contact notes, drafting letters relating to decisions being made on claims etc
• Take and make a high volume of client and customer calls relating to claims updates, outcomes etc
• Work closely with external stakeholders including medical professionals, treating health providers, occupational rehabilitation services and employers, and internal teams such as your Injury Management and Technical teams to facilitate and influence a sustainable return to work
• Participate in case conferences and implement strategies for effective cost management on claims
• Utilise claims management systems and databases to record and review claims information, ensuring privacy and accuracy of information

About You

• Previous experience working in fast-paced, high-pressure customer service focussed roles such as within insurance, medical administration, occupational rehabilitation, allied health, mental health, support work, nursing, social work or health & safety
• Tertiary study within the disciplines of Psychology, social work or similar (beneficial, not essential)
• Resilience and strong telephone/communication skills with experience handling challenging or sensitive conversations/situations
• Excellent written and administrative skills with high attention to detail and the ability to quickly learn new processes
• Strong PC skills with the ability to pick up and use multiple systems/databases
• Excellent time management and organisational skills, and the ability to manage competing priorities
• A self-starter with a team-player attitude

What we can offer you:

• Dedicated learning and capability experts and a tailored training program to set you up for success
• Attractive remuneration packaging & hybrid work arrangements including Work from Home post training
• Monthly RDO (Rostered Day Off) after the completion of your probationary period
• Paid Parental Leave to support your family life
• Reproductive leave
• A friendly, collaborative and supportive working environment
• Opportunities for ongoing education and development, as well as career progression
• Corporate health insurances discounts, wellness programs and additional leave options
• Discounts and cash-back offers from hundreds of retailers
• Birthday leave - take a day off during your birthday month as a gift from GB!

Ready to Make a Difference?

If this opportunity interests you, we'd love to hear from you!

To be considered for this opportunity, you must have the right to live and work in Australia at the time of application. Please note that agency applications will not be considered for this position