Senior Case Manager

Arthur J. Gallagher & Co. (AJG); Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work post training

Paid parental leave

Birthday leave

Health insurance discounts

Job summary

Gallagher Bassett is seeking a claims processing professional in Melbourne. You will manage and process claims for injured workers, review medical and wage-related requests, and ensure accurate documentation across multiple systems. The role emphasizes empathy, precision, and stakeholder collaboration.

The position offers a supportive team environment with hybrid work arrangements after training, competitive remuneration, and opportunities for professional development.

Qualifications

• Experience in fast-paced, customer-focused roles such as insurance or health admin.
• Strong written and verbal communication with attention to detail.
• Ability to manage multiple priorities and high-volume calls.

Responsibilities

• Process and manage claims for injured workers.
• Review and approve medical treatment requests.
• Maintain accurate documentation and occurrences in systems.

Skills

Customer service

Time management

Communication skills

Attention to detail

Education

Bachelor's degree in Psychology or related

Tools

MS Office

Claims management system

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.

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!