Technical Support Advisor

Summary Providing performance metrics of the claims team, enhance the knowledge of the technical specialists & claims team with SIRA requirements for data quality & claims management. Location Gosford NSW About the Role To support the Business Performance lead with providing timely metrics in regards to performance of the claims team. Enhance the knowledge of the technical specialists and claims team with SIRA requirements for data quality and claims management. A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs Comprehensive learning and development support aligned to icare’s Core Capabilities. Our People Awards – On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards Access to our Employee Assistance Program Duties Review data and provide expert guidance to claims team to ensure accuracy with SIRA data submissions Complete monthly reports to Regulatory affairs for the uninsured portfolio outlining claims accepted and declined Provide expert training and support with data aspects such as TOOCS, date claim made, Work Status Code, Data ceased, date resumed Provide monthly reports to the Volunteer Agencies regarding open claims, Closed claims and claims received each month Enhance the knowledge of technical specialists with Industrial Deafness claims and uninsured claims with determining insured With the Business Performance Lead, develop reporting on Work Capacity Decisions, compliance results on each scheme, QAF results, reporting on complaints and any ad‑hoc reporting as per Business needs Provide further guidance to technical specialists in respect to all claims managed by the icare Specialist Claims team Work together with other team members to provide continuous support for the icare Specialist Claims Team and implement new initiatives Use technical or specialist knowledge to inform and educate others, manage queries and issues through to resolution Coach and mentor peers and other internal stakeholders to achieve positive customer outcomes. Provide expert advice on PAYG summaries and assist the claims team with resolving any issues in respect to incorrect tax file numbers or PAYG summary holds. Provide advice for ad‑hoc queries about claims Make judgements and decisions on when to escalated issues Make appropriate recommendations to improve business procedures and outcomes and support change Contribute to the evaluation and implementation of service delivery for clients, including participating in internal collaboration for improvement, research and service development projects. Skills & Experience Extensive understanding of the NSW workers compensation ecosystem, legislation and guidelines. Customer service or continuous improvement experience (2 years) Proven experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry (5 years) Demonstrated experience in management and/or relevant professional experience in the insurance/workers compensation field or related industry. Experience in continuous improvement approaches Experience in creating solutions and problem solving. A broad range of experience in the management of complex and/or sensitive matters. Established expertise in workers compensation in a particular area, e.g. PIAWE, WID, commutations Culture We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive. About the Company We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, to deliver better outcomes for those we serve. Whether a person is severely injured in the workplace or on our roads, icare supports their long‑term care needs to improve quality of life, including helping people return to work. For more information about icare visit our website icare operates a direct sourcing model so no agency introductions will be accepted We are a Circle Back Initiative Employer – we commit to respond to every applicant A talent pool may be created through this recruitment process. Application Instructions If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career. Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role. #J-18808-Ljbffr