Vacancy Details

Overview of the Team and Role

The Claims Management Group contributes to Comcare’s purpose to promote and enable safe and healthy work by delivering high quality claims management services. The Claims Management Group strives to improve our claims management service and achieve better outcomes for our clients, stakeholders and the community.

The Senior Director Claims Enablement, is responsible for leading the enabling functions of the Claims Management Group, focused on performance, quality/improvement, contracted services and client experience. The enabling functions are responsible for supporting efficient and effective operations resulting in excellence in client experience, delivering a sustainable scheme and driving health and work outcomes. This position is responsible for overseeing and implementing strategies to enhance performance, maintain high standards of claims management, and drive continuous improvement initiatives across all facets of Claims operations. They are also responsible for leading the contracted services function that oversees the delegated claims program, clinical panellists, and independent medical examiners.

The Senior Director of Claims Enablement is responsible for leading the following:

  • Develop and implement the performance function: Define performance practice and culture, lead the Data and Analytics Strategy for Claims Management Group (CMG), ensure clear performance metrics and targets at all levels within the Group.
  • Lead the delivery of effective and efficient operational processes.
  • Lead Work, Health and Safety (WHS) focus and practice across the group including the WHS risk register and HSRs.
  • Lead the Census action plan for the group to drive positive movement in CMG employee satisfaction.
  • Quality assurance: Establish and enforce quality standards to ensure products or services meet or exceed customer expectations.
  • Continuous improvement: Lead efforts to identify inefficiencies, streamline processes, and implement best practices to drive continuous improvement.
  • Cross-functional collaboration: Work closely with executive, senior directors, and directors across various teams within the business to align goals, share best practices, and implement improvement practice.
  • Lead out CMGs approach to training, coaching and development for the various roles that sit within the group.
  • Reporting and communication: Prepare regular reports and presentations to communicate performance insights, improvement initiatives, and outcomes to stakeholders at all levels of the organisation.
  • The Senior Director will demonstrate strategic leadership capability, superior people management skills and an ability to achieve organisational objectives through leading, contributing and collaborating with relevant internal and external stakeholders.
  • Keep up to date with best practice Customer Experience practices to support a customer centric culture and practice within the CMG.
  • The Senior Director will have responsibility for driving the coordination of strategies, plans and activities that support Comcare’s approach to effective Claims Management. The role will oversee CMGs enabling teams – Client Experience, Complaints, Capability, Strategy & Governance, Return To Work, and provide oversight to the General Manager.

Individual terms and conditions in line with the Comcare Enterprise Agreement 2024-2027 may be entered into with the successful candidate to reflect the duties of this role.

Qualifications and Experience
Desirable

  • Bachelor's degree in business, or a related field; advanced degree preferred.
  • Proven experience in leading enabling functions, performance improvement, continuous improvement and/or quality assurance in an operational context.
  • Familiarity with Lean Six Sigma or other process improvement methodologies is a plus.

Eligibility and Specific Conditions of Employment

  1. Australian citizenship.
  2. Character clearance (police records check).
  3. Health clearance.
  4. Six months probationary period for new engagements.
  5. Security Clearance: Negative Vetting 1
  6. Specific Conditions:
    • Some intra and interstate travel is required, including overnight absences.

How to apply

Please review the Job Information Pack below and provide a statement of claims with your responses outlining what you could bring to this position including your skills, experience and knowledge relevant to the job specific capabilities and role (maximum 2 pages).