Team overview The Contracted Services team is responsible for the management of contracts including third-party claim service providers, Clinical Panel, and Independent Medical Examination (IME) providers. The team works closely with relevant agencies and service providers to achieve positive outcomes for employees and employers. The Clinical Panel Support Officer is part of a small team that supports Comcare's claims management function through the effective operation of Comcare's Clinical Panel. The role contributes to the procurement, contract management, and administrative processes that enable Clinical Panel members to deliver high-quality services. The primary focus of the position is to manage the workflow of referrals between claims teams and Clinical Panel members, and to support the timely return of recommendations to claims teams. A key element of the role is maintaining collaborative communication with different stakeholders, balancing their varied timeframes with Panel member availability and team KPIs. The key duties of the position include The Clinical Panel Support Officer is part of a small team that supports Comcare's claims management function through the effective operation of Comcare's Clinical Panel. The role contributes to the procurement, contract management, and administrative processes that enable Clinical Panel members to deliver high-quality services. The primary focus of the position is to manage the workflow of referrals between claims teams and Clinical Panel members, and to support the timely return of recommendations to claims teams. A key element of the role is maintaining collaborative communication with different stakeholders, balancing their varied timeframes with Panel member availability and team KPIs. The key responsibilities of this role include, but are not limited to, the following: Contribute to the delivery of Clinical Panel service management activities, supporting the implementation of Comare's claims management strategy. This includes monitoring, recording and reporting on Clinical Panel service activities and assisting in identifying opportunities for process improvement. Undertake administrative and operational tasks of moderate complexity under general direction. Identify issues and escalate them appropriately to support effective governance services to achieve desired outcomes. Provide administrative support to the unit including but not limited to managing a shared inbox, scheduling communication with clinicians, supporting workflow management and ensuring accurate and timely handling and storage of documentation. Provide support with quality assurance activities that maintain data integrity and completion of agreed actions. Build rapport and maintain stakeholder relationships within Claims Management Group, other relevant teams within Comcare, and across the APS where required. Manage competing priorities and requests in a fast-paced environment, exercising sound judgement, organisation and time-management skills to meet agreed timeframes and service expectations. Desirable Qualifications / Experience Experience in customer service or administrative competencies is highly regarded.
