EML Group

Customer Support

• Assist the worker and employer with the claim process and providing support in the completion of relevant documents
• Pro-actively proceed with appropriate case management to achieve optimum outcome of early sustainable return to work for workers
• Ensure that allocated work is actioned within appropriate timeframes
• Manage telephone enquiries within EML’s guidelines
• Collaborate with Injury Management Specialists and other subject matter experts
• Record and maintain accurate records.

Customer Service Representative

Administration

• Support claims teams by coordinating and progressing claim activities.
• Arrange appointments, travel and accommodation for injured workers as needed.
• Liaise with providers to obtain clinical notes, reports and other required information.
• Organise medical investigations, police reports and interpreter services.
• Maintain accurate claim records and prepare supporting documentation and correspondence.

Administration Assistant

Manager

• Prepare and implement effective claims management and member communication strategies regularly within timeframe to achieve optimum member outcomes.
• Ensure compliance with relevant superannuation legislation, regulations, and fund rules, and oversee insurance claims under the Life Insurance Code of Practice
• Provide compassionate and professional support to members and their representatives or beneficiaries throughout the claims processes.
• Maintain clear and empathetic communication with claimants.
• Tailored and empathic delivery of adverse outcomes to all stakeholders with a solution focus
• Collaborate with internal teams to ensure seamless claims processing.

Superannuation Case Manager

Safety Specialist

• Analyse claims trends and incident data to identify workplace risks and improvement opportunities
• Support development of WHS communications, including legislative updates and risk guidance materials
• Design and deliver employer engagement activities, workshops and partnership events
• Facilitate webinars, conferences, roadshows and training sessions with internal and external stakeholders
• Roll out psychosocial and mental health initiatives and support workplace safety education programs
• Turn data insights into practical injury prevention and return-to-work strategies for employers

Customer Service Representative

Administration Assistant

Superannuation Case Manager

Work Health and Safety Specialist