EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.
THE OPPORTUNITY
As part of our Claims Technical and Quality Assurance team within our National Self Insurance business unit, you will provide specialist guidance and support to claims teams to ensure accurate, consistent, and compliant claims management outcomes.
The Technical & Work Capacity Specialist plays a key role in providing expertise across workers’ compensation legislation, compensation schemes, and work capacity decision-making. You will support claims teams to make timely, sustainable, and customer-focused decisions while ensuring compliance with legislative obligations, SIRA standards, and internal frameworks.
Working closely with claims leaders, legal teams, and key stakeholders, you will provide technical advice, quality assurance, coaching, and continuous improvement support to strengthen claims practices and improve decision-making outcomes.
This is a permanent, full-time position based in Parramatta, with work-from-home flexibility (up to 3 days per week).
YOUR RESPONSIBILITIES
- Provide specialist technical guidance to claims teams on workers’ compensation legislation, entitlement decisions, and complex claim matters supporting sound, sustainable and timely decision-making.
- Support key entitlement and legislative review points, including 130-week, section 39 and section 59A assessments, to ensure compliance and timely management of claims.
- Review Work Capacity Assessments and Decisions to ensure they are accurate, fair, compliant, and meet legislative requirements.
- Conduct quality assurance reviews, file audits, and internal reviews, identifying compliance risks, root causes and opportunities to improve claims management practices and customer outcomes.
- Analyse trends and provide insights to support continuous improvement initiatives and claims performance outcomes.
- Coach and provide constructive feedback to claims teams to strengthen decision-making capability and consistency.
- Collaborate with legal teams and key stakeholders on complex matters, including external reviews referred to the Personal Injury Commission (PIC).
- Partner with Team Leaders and business stakeholders to develop and implement strategies that support business performance objectives, legislative compliance and key performance measures.
- Ensure communications and documentation are prepared in accordance with legislative requirements, SIRA Standards of Practice, internal policies, principles of administrative law, and organisational quality standards.
- Support audit and assurance activities by monitoring compliance outcomes, reviewing remediation actions, providing technical advice, and promoting consistent, audit-ready claims management practices.
ABOUT YOU
- Demonstrated experience in workers’ compensation, injury management, claims operations, or a technical advisory role.
- Strong knowledge of NSW workers’ compensation legislation, SIRA requirements, and compliance obligations.
- Experience reviewing claims decisions, work capacity assessments, or complex entitlement matters.
- Ability to analyse information, identify risks, and provide practical solutions to improve claims outcomes.
- Strong stakeholder management skills, with the ability to influence, coach, and build capability across claims teams.
- Excellent attention to detail with a customer-focused approach and commitment to quality decision-making.
WHAT WE OFFER
We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.
EML provides career opportunities and great employee benefits, including:
- A diverse and collaborative team culture like no other
- Flexibility to work from home to support work/life balance
- A corporate wellbeing program with discounted health insurance and gym membership
- Generous discounts from over 350 retailers through our RewardsHub program
- Comprehensive learning and development opportunities to help you reach your full potential
- Access to support and counselling services with work or personal matters, through our Employee Assistance Program
- Companywide events to stay connected and celebrate success
- Entitlement to annual company incentive scheme + salary reviews
- Up to 16 weeks paid parental leave, plus super
We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.
