Head of CTP Care Claims - Parramatta

A pivotal leadership role responsible for driving end to end services for CTP Care clients and leading frontline teams

• Oversee the build and nurture of a collaborative working arrangements with stakeholders
• Use effective service allocation to achieve organisational objectives and service delivery outcomes.
• Permanent hybrid role (Parramatta) salary from $209,721 inclusive of super

About the Role

This is a pivotal role responsible for driving end to end services for CTP Care clients, that includes leading frontline teams that are focused on the coordination of treatment and care services for people with long term injuries, to ensure the provision of an effective and efficient service that meets community expectations and regulatory requirements.

This role plays a critical part in the planning and delivery of the CTP Care strategy in addition to overseeing the portfolio’s performance and financial sustainability including the embedment of continuous improvement initiatives and ability to meet ongoing scheme growth.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day’s leave
• 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

It’s an exciting time at icare where no two days are the same; as Head of CTP Care Claims – Parramatta, you will:

• Undertake strategic engagements with Scheme stakeholders including the regulator, licensed CTP Insurers, Personal Injury Commission and Independent Review Office in relation to CTP Care operations to drive best outcomes and experience for clients while supporting the sustainability of the scheme.
• Develop CTP Care scheme service goals to effectively manage resources and budgets, effectively to deliver high-quality services while achieving measurable outcomes using data and insights to improve decision making, efficiency and the experience for those we serve while controlling claims costs.
• Manage and make escalated decisions for the reasonable and necessary treatment and care of people with long term injuries consistent with legislative requirements and established guidelines to maximise choice, quality of life and participation, whilst ensuring the long-term viability of the Scheme.
• Manage and regularly assess the service delivery and coordination model to ensure it provides practical, accessible and cost-effective services to clients and in collaboration with the General Manager and Head of Service Development & Onboarding and other key stakeholders to ensure effective delivery of services for CTP Care clients.
• Review and analyse service, dispute and performance information to identify opportunities to improve cost and service effectiveness and control risks.
• Lead and manage the operational business requirements of the team to ensure compliance with legislative and corporate services requirements.
• Inspire and motivate a team of leaders and connect them to icare’s purpose, setting clear accountabilities and identifying and managing risk, while also supporting their growth and development and leading them through change as required.

Skills & Experience

• Tertiary qualifications in relevant health or disability discipline or equivalent knowledge and skills acquired through extensive practical experience
• 10+ years experience as an operational leader in a personal injury insurance setting or related.
• Experience leading leaders
• A sound understanding of the needs and perspectives of people with chronic injury within a legislated environment.
• Critical reasoning skills to ensure a high degree of integrity in the decision-making processes.
• Excellent communication skills – ability to build rapport and communicate complex information and create and nurture effective working relationships with all stakeholders including clients, health providers, solicitors and CTP Insurers.
• Ability to set clear expectations and engage in difficult conversations with clients and stakeholders in a clear and empathetic manner.
• Capability to work in a dynamic environment, supporting professional development and leading through change.

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, so our schemes deliver better outcomes for people and communities. 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.

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.