Recovery & Support Specialist

The Recovery & Support Specialist is responsible for providing technical advice, guidance and support to the Claims team on return to health/return to work matters, to assist in reaching desired claims durations and outcomes.A key focus of the role is to optimise recovery outcomes within the IP and TPD portfolios and support Claims Consultants to build their capability to develop return to health and work strategies and implement activities to adequately address barriers to return to health / work. Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy. Adherence to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines. Contribute towards a culture of process improvement. Contribute to department and company projects as required. Other ad-hoc duties as required.Recovery SupportAct as a subject matter expert to:Supporting the Claims Manager to use effective communication with treating health practitioners to drive the best health outcomes for the customerAssisting Claims Consultants to analyse and summarise medical reports and other related information that may not require TAL Medical Officer opinion so that a clear strategy is developed for the claim in collaboration with relevant stakeholdersWhere medical opinion is obtained from the Health Services team, assist the Claims Consultant to practically implement the outcome of this opinionConduct targeted reviews on IP and TPD claims with the Team Manager to identify appropriate strategies and activities within TAL's claims philosophy, claims procedures and Health Connect FrameworksLiaise with the pre-injury employer in relation to the identification of suitable or equivalent pre-injury duties and return to work planningOversee third party vendor quality and performance contribution in conjunction with Health Services to ensure appropriate service delivery for Claims / are aligned with claims strategies and provide performance reporting to Claims team and Health ServicesSupport Client Managers in their reporting to funds and attendance at fund meetings related to rehabilitation activities and outcomes as requiredCollaborate with the Health Services team to ensure a consistent best practice approach for recovery & support is implemented across ClaimsReview the quality of referrals made to support services providers.Team CapabilityDrive processes to support the identification of claims at risk of prolonged recovery, identify modifiable barriers to return to health and work and implement strategies leading to successful claim outcomesCoach Claims Consultants in planning for and executing contact with internal and external stakeholders on medical and return to work matters, to ensure the timely and quality management of claimsSupport the Team Manager in development planning for individuals to uplift their capability across medical, occupational, functional and rehabilitation components of TAL’s capability frameworkProvide input to Team Manager reporting and insights for Claims Leadership on effectiveness of recovery and support services including customer storiesDeliver training as required.