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“I provide hope to those who are injured or have lives that are challenging at present, by facilitating their recovery and return to work.”


What does a typical day look like as a Case Manager?

I would usually spend my mornings actioning admin tasks and urgent items. It’s also time for keeping my emails in check and working out what my priorities are for the day to allow for a better workflow.

In the afternoon, I would undertake tasks that help to manage each claim towards recovery and/or return to work. This is a mixture of administrative tasks, contacting treating health practitioners and speaking with injured workers.


What do you enjoy most about what your role?

Working within a team that is striving for a common goal. When I was working in allied health, the sense of a team environment was often absent and I felt isolated and unsure. Here, it’s all about collectively working towards results for our customers – it’s a true collaborative effort!


What do you find challenging about your role?

As a Case Manager, there are many hats you might need to wear at any given time which can be a challenge to start with. There’s also a considerable breadth of knowledge required to understand, to do the job efficiently, effectively and well! However, with time and the support of the team around you, this becomes less of a challenge, and when you start to realise that you can help more people in different situations it becomes really fulfilling.


What parts of your role do you find the most rewarding, and why?

Every action you do is part of a process to help someone live a better life. This might sound like a grandiose statement, but it is quite true, and is a driving factor for those of us who work in this industry. Knowing we help people live better lives - unites us, inspires us and motivates us. For me personally it is the most rewarding part of any role within the Personal Injury Team at Allianz.

“I provide knowledge, support, guidance and direction to injured workers about their claim when they are unfamiliar about the process, particularly during a period when they are feeling vulnerable. By utilising behavioural insights and motivational communications we can achieve early recovery and durable return to work outcomes together.”


What does a typical day look like as a Case Manager?

My day-to-day includes:

  • Admin work in the morning (ensuring accounts are paid to medical practices, treatment providers, rehab providers, and wage reimbursements to the employer)
  • Complete strategy reviews with all stakeholders. This involves contacting the worker, rehabilitation consultant, employer, and sometimes a member of the worker's treating team. The aim of these regular touch points is to see how the worker is going, review if the current return-to-work goal is still appropriate, review any progress with treatment, duration, and any new referrals that need to be approved
  • Participate in collaborative medical case conferences with key stakeholders, particularly with the treating doctor and worker, and negotiate strategies to achieve mutually beneficial outcomes and early recovery
  • Participate in team meetings where important updates within the team and within the business are discussed
  • Catch ups with the employer (Injury Management Case Specialist) to discuss progress of multiple claims to ensure RTW goals are relevant
  • Utilising technical knowledge and understanding of the legislation to make and peer review liability decisions

What do you enjoy most about what your role?

My role puts me in a position that allows me to communicate with such a diverse range of people from different backgrounds. I really enjoy being able to speak directly with the worker's treating team, including the nominated treating doctor, psychologist, and physiotherapist to see if the worker is on track and if they need anything.


What do you find challenging about your role?

Sometimes we have to deal with urgent matters straight away, such as completing approvals for an in-patient stay or immediate surgery with short-notice.


What parts of your role do you find the most rewarding, and why?

Being able to see how far the worker has come since the start of their claim to when they return to their pre-injury health and work is truly rewarding. Sometimes the injured worker feels they have no support and the last thing they would expect is support from the insurer. The role provides a platform to utilising behavioural insights and motivational communication to support them with any psycho-social barriers that influence their return to health and work when they feel most vulnerable. The role allows us to actively listen to the worker so we can provide the support and resources they require, and seeing them achieve their return-to-work goal is the most rewarding part of what I do. I’ve also really enjoyed the opportunity to mentor activities and coach a team member to independence in everyday tasks.

“I lead and develop a team that is able to put the customer at the forefront of everything we do.”


What does a typical day look like as a Team Leader?

My day consists of the following type of duties:

  • Oversee team operations, including the management and delegation of claims and associated tasks
  • Provide ad hoc assistance to team members relating to claims management
  • Regular catch ups with team members
  • Attend a range of meetings such as team leader meetings, customer experience meetings, project meetings and oversee claims review meetings with our clients
  • Regular audits on data quality, case management, phone calls
  • Liaise with our associated government agency regarding claims management
  • Handle and respond to escalations and complaints, whether it's from a customer, our agency or regulator
  • Management of staff including: leave management, recruitment, performance reviews, performance management

What do you enjoy most about your role?

I enjoy the operational part of the role and ensuring the team is set up in the best and most efficient way possible in order to achieve outcomes for our customers. In addition, I thoroughly enjoy the people management aspect that is required in my role too.


What do you find challenging about your role?

Sometimes it can be difficult to plan and effectively manage my time as I’m often called upon for ad hoc guidance or assistance, and I consider this a priority, as without Case Managers, the team cannot achieve for our customers. I’m also the escalation point for complex matters or customer expressions of dissatisfaction, both of which can have short turn-around times.


What parts of your role do you find the most rewarding, and why?

I find team success extremely rewarding, whether it be achieving results for our customers or winning a team award. I also thoroughly enjoy training and developing Case Managers and seeing them succeed on an individual level.

“I manage and engage the team, by leading by example. I encourage them to achieve outcomes, in a constructive and positive manner. In a way that everyone is valued and supported whilst orientating to achieving common goals, on an individual basis.”


What does a typical day look like as a Team Leader?

Team Leaders have regular engagement one-on-one sessions with team members to work through:

  • Accountabilities
  • Provide feedback (productive and encouraging)
  • Discuss claims strategies (for positive claims outcomes, and assist with difficult claims)
  • Check in on well-being of team member to ensure connectedness and needs are met, for optimal team performance

Day to day tasks could include:

  • Having regular team meetings to continuously improve and maintain regular team communication – to ensure that all team members are aware of updates, expectations and have the opportunity to ask questions
  • Contact workers for complaint resolution in a timely and empathetic manner
  • Meet regularly with clients to discuss claims and business practices, for continued improvement
  • Continuously review portfolio workload and claim volumes to ensure workload is dispersed effectively and managed appropriately to meet time frames and guidelines of key performance indicators
  • Review Case Managers training and skill-set to provide the opportunity for questions and career progression if desired
  • Ensure reporting and responses to the Scheme Administrator are within time frames and regulatory obligations
  • Engage and support the team on a daily basis. Organise social activities for team bonding on a regular basis (such as coffee catch-ups online, or face-to-face activities, as appropriate to current restrictions)
  • Manage and review team phone statistics – relay to team in appropriate and goal orientated manner, for improvement if required
  • Review external customer expectations regularly to ensure positive outcomes for customers, providers and external parties

What do you enjoy most about your role?

Managing and engaging with the team so they can achieve outcomes in a constructive and positive manner. I enjoy helping team members achieve their desired goals within their role and continue with professional development.


What parts of your role do you find the most rewarding, and why?

Working in a team and encouraging team members to achieve their full potential is one of the most rewarding aspects of the team leader role. Enjoyment comes from creating a team that has high standards for themselves and their team members. Emotional intelligence is a key factor in a team managing psychological claims, engaging with the team to understand and overcome difficult situations, is rewarding for both members of the team and customers, this provides a most rewarding environment for all. Having the ability to positively impact and make a difference in the lives of the team, and therefore the customers, is a great fulfilment to the role.

“I mentor and support my claims team with technical advice and strategic case management to ensure the best outcome is achieved for the injured worker and the employer.”


What does a typical day look like as a Technical Specialist?

My day-to-day tasks include:

  • Responding to emails
  • Coaching Case Managers
  • Attending claims reviews and teleconferences with clients
  • Review and action legal mail
  • Participate in Personal Injury Commission matters and liaise with the employer and legal providers
  • Review medical and factual evidence to determine liability of the injury
  • Review and edit letters
  • Conduct auditing
  • Attend and participate in meeting

What do you enjoy most about your role?

I enjoy attending the Personal Injury Commission matters and working closely with legal provider as it assists with my technical knowledge and development.


What do you find challenging about your role?

I wish there were more hours in the day to get to everyone that you need to get to, however as the Technical Specialists work closely together, there’s always opportunities for your claims team to seek assistance in those circumstance.


What parts of your role do you find the most rewarding, and why?

Coaching and watching Case Managers grow, develop and succeed.