Senior Client Advisor

Insurance and Care NSW (icare); City of Parramatta; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid work

Wellbeing program

Extra leave

Private health insurance discounts

Novated leasing

Learning & development

Recognition programs

EAP access

Mental health training

Job summary

icare, NSW, seeks a Senior Client Advisor to coordinate treatment and care for people with complex injuries within the CTP Care Scheme. You will review medical and claims information, determine needs and risks, and work with clients, insurers and providers to deliver person-centred outcomes.

You will apply clinical expertise and sound judgement to make informed decisions, manage a caseload, and contribute to quality improvements while embracing flexible, hybrid working arrangements.

Qualifications

• Experience managing complex personal injury claims in a regulated environment.
• Understanding the needs of people with chronic injury or complex care needs.
• Ability to analyse complex medical, treatment and claims information and apply sound judgement.
• Experience collaborating with clients, insurers, healthcare providers and service partners.
• Confidently communicating complex decisions with empathy and clarity.
• Proven ability to manage a caseload while balancing competing priorities.

Responsibilities

• Manage a portfolio of clients with complex treatment and care needs.
• Review medical and claims information to identify needs and risks.
• Make evidence-based decisions on treatment within delegated authority.
• Partner with clients, insurers and treating professionals to coordinate services.
• Communicate decisions clearly and empathetically, handling sensitive conversations.
• Contribute to quality and continuous improvement across CTP Care.

Skills

Complex personal injury

Stakeholder management

Analytical thinking

Effective communication

Caseload management

Empathy

Job description

Senior Client Advisor

About the role

Your work helps people with significant injuries build independence, participate in their communities and live the best version of life ahead. As a Senior Client Advisor, you will coordinate treatment and care services for people with complex injuries, helping them achieve their recovery and life goals. You will use your clinical expertise, sound judgement and strong stakeholder skills to make informed decisions, navigate complex situations and deliver person-centred outcomes within the CTP Care Scheme.

What you'll be working on

• Manage a portfolio of clients with complex treatment and care needs, using a person-centred approach to support recovery and independence.
• Review and interpret complex medical and claims information to identify needs, manage risks and determine appropriate support.
• Make evidence-based decisions on reasonable and necessary treatment and care services within delegated authority.
• Partner with clients, insurers, treating professionals and service providers to develop goals and coordinate effective services.
• Communicate treatment and care decisions clearly and empathetically, including managing sensitive conversations and resolving complex issues.
• Contribute to quality, consistency and continuous improvement across CTP Care through collaboration and knowledge sharing.

What you'll bring

• Extensive experience managing complex personal injury claims and supporting people with significant injuries within a regulated environment.
• Strong understanding of the needs and perspectives of people living with chronic injury, disability or complex care needs.
• The ability to analyse complex medical, treatment and claims information and apply sound judgement to make well-reasoned decisions.
• Experience working collaboratively with clients, insurers, healthcare providers and service partners to achieve positive recovery and care outcomes.
• Confidence communicating complex decisions and navigating challenging conversations with empathy, professionalism and clarity.
• Proven experience managing a caseload and balancing competing priorities while maintaining a high standard of service delivery.

What we offer

• Flexible and hybrid ways of working to help you balance work and life
• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health checks
• Extra leave benefits for employees to make life a little easier
• Private health insurance discounts
• Novated leasing, salary packaging and salary sacrifice options
• Learning and development opportunities to build your skills and support your career growth
• Recognition programs that celebrate individuals and teams making a positive impact
• Access to our Employee Assistance Program for you and your immediate family
• Mental health training accreditation and peer support initiatives
• A genuinely inclusive workplace, including support for hidden disabilities through the Hidden Disabilities Program.

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We are committed to building a safe and inclusive workplace where people feel respected, supported and able to contribute their best. Inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve. We welcome and support people of all abilities and backgrounds to apply.

Please note:

You must be an Australian citizen, permanent resident, a New Zealand citizen with a current passport, or hold unrestricted working rights to apply. This role is subject to standard pre-employment checks including criminal history checks. For more information about icare visit our careers website. Please note, icare operates a direct sourcing model, so no agency introductions will be accepted.