Capability Specialist - Mobile Case Management at Gallagher

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

0.0

Posted On

03 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workers Compensation, Case Management, Coaching, Communication, Organizational Skills, Emotional Intelligence, Negotiation, Documentation, Team Collaboration, Problem Solving, Attention to Detail, Time Management, Customer Service, Health Practitioners, Return to Work Strategies, Stakeholder Engagement

Industry

Insurance

Description

Introduction At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose. Overview Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co. Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way – values lived daily by our people. In addition to flexible working options, we also offer supportive learning and career pathways and provide ongoing access to training and career development. We invest in our people through strong succession planning and have a number of mentoring and training programs available. There are some great things happening at GB as we move through a period of exciting period of transformation and change. And, we want YOU to be a part of it all! With significant expansion across our business, we are seeking a Capability Specialist to support our NSW Workers Compensation function, and specifically within our newly-introduced Mobile Case Management team. This team play a key part in how we support injured workers, working face‑to‑face with workers, providers, and employers—building genuine connections, supporting recovery, and helping to influence positive health and return‑to‑work outcomes. It’s a dynamic, community‑based role that suits people who enjoy variety, independence, and meaningful impact. Reporting to the Manager – Personal Injury Strategy and Implementation, the Capability Specialist is responsible for the delivery of a personalised, empathetic service, that provides coaching and mentoring to our Mobile Case Managers to champion the return to work journey for our injured workers, employers and treating health practitioners. You will be aligned with our claims and rehabilitation personnel for coaching, development and capability improvement activities. This is an exceptional opportunity to bring your existing skills and experience to a role which truly adds value to the development of our people and service offerings. How you'll make an impact Facilitate and attend regular face to face visits with Mobile Case Managers and the injured worker, employer, treating health practitioners and allied health professionals, with a view to empower and influence parties to participate in the return to work process and achieve early return to work outcomes; Develop a mutually cooperative and personalized approach to coaching Mobile Case Managers maximise their ability to influence in meetings; Provide constructive and tailored feedback to Mobile Case Managers and their Team Managers in a continuous improvement framework; Undertake independent desktop audits of documentation utilised to assist stakeholders in their return to work journey; Coach Mobile Case Managers on setting up effective work systems to ensure activities and agreed actions are met; Be flexible and fluid in a dynamic environment with an ability to change direction with evolving strategies and priorities; Utilise advance emotional intelligence capability to anticipate the need of customers both internally and externally; Provider education to assist in influencing and negotiating better outcomes and understanding of RTW and early intervention processes Monitor progress on agreed actions and proactively engage all parties involved on a claim to ensure accountability as required; Monitor the quality of the services being provided to workers and employers considering consideration of best practice service principles and legislative requirements. Attend medical reviews with Mobile Case Managers to engage medical providers to work collaboratively in achieving sustainable return to work goals; Facilitate and monitor medical and like cost management strategies on claims, ensuring cost effectiveness for the purpose of sustainability of the Scheme; Work closely with internal stakeholders to ensure consistency across portfolios, to produce return to work outcomes or review of entitlements; Communicate with all relevant stakeholders to develop a Return to Work Plan regarding the return to work process by: negotiating strategies, assigning responsibilities and actions to be undertaken, providing clarification where necessary and monitoring progress; Ensure accurate and detailed documentation is recorded to ensure evidence based decisions on all claims; Assist and educate employers and workers in completing any workers compensation documentation as required, ensuring technical elements of the Act are explained in a language that the worker and employer can understand. About you Full and valid Australian driver’s licence; Significant experience in the workers compensation case management. Previous experience in a technical or specialist advisory role would be highly regarded; A strong knowledge of relevant NSW workers compensation legislation and frameworks; Demonstrated coaching ability; Exceptional time management and organisational skills – a true “self-starter”!; Excellent attention to detail; Highly developed communication skills, with the ability to coach and engage at all levels of organisation; A strong sense of team and collaboration; A resilient attitude. To be considered for this opportunity you must have right to live and work in Australia when applying. Unsolicited agency applicants will not be considered for this position. Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave Novated Leasing opportunities Two paid volunteer days annually Health Insurance Discounts with our Group Insurance Plan Employee Stock Purchase Program Paid parental leave Other benefits include: Flexible and hybrid work arrangements Mental Health and Wellbeing Support for yourself and immediate family members Employee Recognition Awards and Service Milestone Recognitions Peer Support Program Annual flu vaccinations Access to Reward Gateway – discount offers at over 350 retailers! And more... We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Responsibilities

The Capability Specialist is responsible for delivering personalized coaching and mentoring to Mobile Case Managers to support the return to work journey for injured workers. This includes facilitating meetings, providing feedback, and ensuring accountability among all parties involved in the claims process.