WorkCover Advisor

• Workers, employers, other stakeholders and the general public who have Workcover issues to be addressed;
• Resolution of client enquiries, via telephone, email and other correspondence on Workcover claims requiring information or advice;
• Trends affecting the operation of Workcover

• Provide the highest standard of client service by utilising technical and specialist knowledge to provide accurate, consistent and timely information and advice to clients and the general community on Workcover related issues, and includes:
  • Inform, educate and advise stakeholders in the application and implementation of procedures, processes and the interpretation of policy and legislation.
  • Liaise in a professional manner with all Workcover stakeholders and the general community.
• Manage stakeholder concerns and issues through to resolution and provide information to stakeholder to assist in their understanding of the solution or process.
  • Manage issues efficiently and effectively within scope of authority and escalate those outside policy, precedence or authority level.
• Identify opportunities and develop initiatives to improve the way service is provided to clients
• Assist stakeholders to develop their initiatives by providing expert advice in relation to the subject matter.
• Actively contribute to identifying options and ideas, based on client interaction and changes to legislation or Workcover policies and procedures, to support the development of business solutions aimed to improve the client experience.
• Act as Subject Matter Expert (SME) as required on Advisory Service projects aimed to improve the efficiency and effectiveness of our client service.
• Utilise the telephone information system and contribute personal day to day experience of call types to assist in identifying and analysing trends, which then forms the basis of communicating information to other stakeholders or improving services provided by the Advisers.
• Utilise effective and efficient analysis techniques and research to support the issue resolution requirements of clients and stakeholders.
• Provide administrative support through the completion of all processes and reporting within agreed timeframes
• Monitor own compliance to policy and procedures and ensure a high level of data integrity in all required processes.
• Assist in the identification of “Continuous Improvement Initiatives”.
• Comply with WorkSafe OH&S policy and procedures and meet requirements of legislative duty.

• At least 3 years experience working in the Victorian Workcover scheme.
• In depth knowledge of the:
  • Accident Compensation Act and related procedures,
  • Workplace Injury Insurance system
  • current Claims Management Model
  • Return to Work guidelines
  • Structure of the Agent network including a conceptual understanding of the licence agreements
  • Dispute resolution procedure
  • relevant Standards, Codes of Practice and ministerial guidelines
• The ability to interpret and apply legislation and policy.
• Strong analytical and problem solving skills with a high degree of judgement, discretion and decision making ability.
• A proven ability to coordinate and integrate a wide range of activities
• Highly developed interpersonal, negotiation, and communication skills, including the ability to write clearly and succinctly.
• Demonstrated organisational skills and the ability to work under pressure and within tight timeframes with minimal supervision.
• Wide experience in a client service environment and a sound understanding of issues affecting, and services available in relation to workplace safety
• Demonstrated ability to communicate at a high standard across all levels of management, external agencies and clientele.
• Demonstrated ability to develop and maintain teamwork within a sensitive environment.
• Demonstrated ability to use computer technology to perform functions of the position effectively.