Senior Case Manager - Workers' Compensation

ISS Global; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Manageable caseloads

Flexible working arrangements

Career growth and development

Positive, values-led culture

Employee discounts

Job summary

ISS Macquarie Park is seeking an experienced Senior Case Manager to lead workers compensation and injury management across end-to-end claims, delivering safe, timely return-to-work outcomes for injured workers.

You'll provide senior technical guidance to the claims team, support operational colleagues, and partner with managers to optimise recovery at work, while upholding regulatory standards and data quality.

Qualifications

• NSW Return to Work Coordinator certification is required.
• Experience across early intervention, injury management and workers compensation.
• Sound knowledge of relevant workers compensation legislation and regulations.
• Understanding of SIRA Standards of Practice.
• Strong organisational skills with ability to prioritise deadlines.
• Excellent written and verbal communication skills.
• Good customer service and teamwork capabilities.
• Understanding of medical terminology.

Responsibilities

• Managing workers compensation claims end to end, including early intervention, injury management and return-to-work planning and implementation.
• Promoting recovery at work and partnering with managers to identify suitable duties.
• Participating in medical case conferences with injured workers and treating practitioners.
• Ensuring claims activities meet timeframes, regulatory requirements, audit criteria and data quality.
• Administering workers compensation entitlements, including PIAWE, ongoing weekly benefits and related payments.
• Maintaining accurate claims documentation and data within the injury management system.
• Conducting regular claims reviews and providing reporting to managers.
• Using claims data to identify opportunities to improve performance.
• Supporting and educating operational teams on workers compensation responsibilities.
• Monitoring external service providers, including medical practitioners.
• Providing senior technical support and training to the claims team.

Skills

Injury management knowledge

Communication skills

Organisational skills

Customer service

Teamwork

Claims knowledge

Education

NSW Return to Work Coordinator certification

Tools

Microsoft applications

Claims-related systems

Job description

Workplace Health and Safety, Quality Management/Compliance

Senior Case Manager – Workers Compensation & Injury Management

Location: Macquarie Park, NSW
Division: Injury Assist – NSW/ACT
Full-time

Make an impact through recovery and return to work

We have an exciting opportunity for an experienced Senior Case Manager to join our Injury Assist team in Macquarie Park.

In this pivotal role, you will manage a portfolio of personal injury and workers compensation claims from early intervention through to recovery and return to work. You’ll combine your technical claims expertise with a collaborative, people-focused approach to achieve safe, timely and sustainable outcomes for injured workers.

As a senior member of the team, you will also provide technical guidance and training to claims colleagues and provide leadership support to the Regional Manager when required.

What you’ll be doing

Your key responsibilities will include:

• Managing workers compensation claims end to end, including early intervention, injury management and return-to-work planning and implementation.
• Promoting recovery at work and partnering with managers to identify suitable duties and support safe and sustainable return-to-work outcomes.
• Participating in medical case conferences with injured workers and treating practitioners.
• Ensuring claims activities meet required timeframes, regulatory requirements, audit criteria and performance measures across compliance, case management and data quality.
• Administering workers compensation entitlements, including PIAWE, ongoing weekly benefits and claims-related payments.
• Maintaining accurate and timely claims documentation and data within the injury management system.
• Conducting regular claims reviews, documenting agreed actions and providing meaningful reporting to managers.
• Using claims reporting and trends to identify opportunities to improve claims performance.
• Supporting and educating operational teams on workers compensation and return-to-work responsibilities.
• Monitoring the effectiveness of external service providers, including medical practitioners.
• Providing senior technical support and training to other claims team members.
• Supporting the implementation of workplace injury management policies, procedures and programs while fostering a positive recovery-at-work and safety culture.

Joining our team means working alongside talented, passionate professionals in a supportive and high-performing environment. You’ll also enjoy:

• Manageable caseloads that support quality case management.
• Flexible working arrangements that promote work-life balance.
• Career growth and development, with learning opportunities and pathways across our global organisation.
• A positive, values-led culture with a collaborative, caring and energetic team.
• Employee discounts across a wide range of products and services.

What you’ll bring

To succeed in this role, you’ll have:

• NSW Return to Work Coordinator certification.
• Demonstrated experience across early intervention, injury management and workers compensation.
• Sound knowledge of relevant workers compensation legislation and regulations.
• Understanding and practical experience working in accordance with SIRA Standards of Practice.
• Strong organisational skills, with the ability to prioritise competing demands and meet deadlines.
• Excellent attention to detail and strong written and verbal communication skills.
• Good customer service and teamwork capabilities.
• An understanding of medical terminology.
• Confidence using Microsoft applications and claims-related systems.

Experience within a self-insurance environment will be highly regarded, although it is not essential.

Why this role?

This is an opportunity to use your technical expertise to make a genuine difference to people navigating workplace injury and recovery. You’ll take ownership of complex claims while also helping build capability across the wider team.

You’ll work with a broad range of stakeholders, including operational leaders, injured workers, HSEQ, Payroll, Finance and People & Culture teams, as well as insurers, medical and legal providers and workers compensation authorities.

About our values

At ISS, our values guide how we work every day:

We Respect | We Act | We Care | We Deliver

If you are an experienced workers compensation professional who combines strong technical knowledge with a genuine commitment to recovery at work and positive claims outcomes, we’d love to hear from you.

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