Senior Case Manager

Arthur J. Gallagher & Co. (AJG); City of Melbourne; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work arrangements

Work from Home post training

Monthly RDO

Parental Leave

Birthday leave

Health ins discounts

Job summary

Gallagher Bassett is seeking a detail-driven claims professional to guide injured workers through recovery and return-to-work. You will manage a portfolio of workers’ compensation claims, delivering exceptional service during challenging times and coordinating with medical providers and employers to support timely outcomes.

Join a team that values empathy, accuracy, and partnership, offering stability, hybrid work arrangements post training, and ongoing development opportunities within a

Qualifications

• Experience in fast-paced, high-pressure customer service roles, preferably within insurance, medical administration, occupational rehabilitation or health sectors.
• Tertiary study in Psychology, Social Work or similar is beneficial, not essential.
• Strong telephone/communication skills with experience handling challenging conversations.
• Excellent written and administrative skills with high attention to detail and ability to learn new processes.
• Strong PC skills and ability to use multiple systems/databases.

Responsibilities

• Manage and process claims for injured workers, including reimbursement and medical expense costs.
• Review and approve requests for medical/surgical treatment.
• Ensure documentation for weekly wage payments is complete and accurate.
• Perform administrative tasks such as invoicing, notes, and drafting decision letters.
• Make high volumes of client calls regarding claims updates and outcomes.
• Collaborate with external stakeholders (medical providers, employers) and internal teams to support return-to-work goals.
• Participate in case conferences and support cost management strategies on claims.
• Use claims management systems to record and review data while ensuring privacy.

Skills

Customer service

Telephone skills

Communication

Time management

Attention to detail

Self-starter

Team player

Education

Psychology/Social Work degree

Tools

Claims management systems

Job description

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

Qualifications

• 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