Senior Case Manager

Gallagher Bassett; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Paid parental leave

Birthday leave

Health insurance discounts

Career development opportunities

Job summary

Gallagher Bassett is seeking a proactive Claims Coordinator in Melbourne to manage and process claims for injured workers, coordinate medical treatment requests, and ensure timely wage payments. You will work with doctors, employers, and internal teams to drive effective return-to-work outcomes.

The role demands strong communication, resilience and meticulous attention to detail, with a hybrid work arrangement after training and ongoing professional development opportunities.

Qualifications

• Experience in fast-paced, high-pressure customer service roles.
• Strong communication, written and telephone skills.
• Ability to learn multiple systems/databases quickly.

Responsibilities

• Manage and process claims for injured workers.
• Review and approve medical treatment requests.
• Process weekly wage payments and related documentation.
• Handle administrative tasks including invoices and letters.
• Make high-volume client and customer calls about claims.
• Collaborate with medical professionals, employers and internal teams to support return to work.
• Participate in case conferences and cost management strategies.
• Use claims systems/databases with strict privacy and accuracy.

Skills

Customer service

Communication skills

Phone etiquette

Attention to detail

Time management

Team player

Resilience

Multitasking

Education

Psychology / Social Work degree (beneficial)

Tools

MS Office

CRM 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.

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.

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!