Title: Claims Advisor Job Description: Job Identification; 1000876 Locations; Newcastle, NSW, Australia Job Type; Maximum or Fixed Term - Full Time Job Function; Claims Management Job Description Help customers navigate challenging moments and make a positive impact every day! At Suncorp, we know that a workplace injury can have a significant impact on a person's life. That's why we're looking for compassionate, resilient, and customer-focused individuals to join our Workers Compensation team in Newcastle. This role sits at the front end of the claims journey, where you'll support customers through the early stages of their claim and recovery. You'll be speaking with people every day, building trust, answering questions, managing expectations, and helping customers access the support they need. If you're someone who enjoys helping others, thrives in a fast-paced environment, and can confidently manage difficult conversations with empathy and professionalism, we'd love to hear from you. This role is a 12-month contract. What you'll be doing - Supporting customers through the initial stages of their Workers Compensation claim and recovery journey. - Managing a high volume of customer interactions across phone and digital channels. - Building strong relationships with injured workers, employers, treatment providers, and other stakeholders. - Providing clear guidance and education about the claims process, available support, and next steps. - Making timely decisions and taking action to progress claims and customer outcomes. - Managing sensitive conversations with empathy while balancing customer needs and business requirements. - Identifying barriers to recovery and working with stakeholders to achieve positive outcomes. - Maintaining accurate records and ensuring compliance with legislative and operational requirements. What we're looking for - Experience in workers' compensation and personal injury claims, allied health, medical reception, and workplace health and safety. - Confidence managing a high volume of work while maintaining a strong customer focus. - Strong verbal and written communication skills with the ability to adapt your approach to different situations. - The resilience to navigate challenging conversations and emotionally complex circumstances. - Sound judgement, problem-solving skills, and the ability to make decisions within established guidelines. - A collaborative mindset and willingness to work as part of a supportive team environment. Here’s what we offer: - Competitive Salary + Performance Incentives - Hybrid Working: Enjoy flexibility with a mix of office and work-from-home days - Work-Life Balance: Prioritise your wellbeing with supportive policies and a culture that values balance - Reward & Recognition: Celebrate your achievements through our reward programs - Career Development: Ongoing training, coaching, and clear pathways to grow your career - Community Engagement: Take part in charitable initiatives such as Spirit to Cure Chase the sun, apply online today At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace.

• Investigates, evaluates, negotiates, and resolves assigned claims • Handles the most complex claims with minimal manager oversight • Establishes and maintains positive relationships with customers • Assists in building business relationships with agents, insureds and partners • Develops and mentors other associates • Assists leadership in training and resources development • Maintains proper reserving through proactive investigation • Assists other departments with investigations as required

• Conduct both virtual and on-site investigations by visiting policyholders’ residences to assess property damage, determine liability, evaluate the extent of loss, and negotiate fair settlements. • Use claims handling software, a company car, and a laptop to determine claims-related damage and write estimates in a paperless environment. • Evaluate and report on potential subrogation opportunities. • Report incidents involving theft, fraud, or arson to appropriate state and industry agencies. • Perform duties independently, with work directly impacting management outcomes. • Act as a company representative in public interactions, maintaining a professional demeanor consistent with management standards. • Engage regularly with a variety of stakeholders, including policyholders, claimants, agents, witnesses, contractors, law enforcement, fraud and arson investigators, attorneys, medical professionals, and other relevant parties. • Use strong customer service skills to negotiate with policyholders to settle the claim. • Perform additional duties as assigned. • Promote safety at all times and comply with safety/ergonomic standards as outlined in relevant company published manuals. • Employees assigned to the Catastrophe team will be required to travel away from their residence for a specified period of time, usually consisting of 2-3 days. Although this is not a CAT-specific role, hires will be expected to commit to 1–3 CAT deployments per year.

Role Description As a BlueCard/ITS Claims Specialist, this role ensures accurate, compliant adjudication across complex BlueCard claims, translates BlueWeb and Association changes into operational action, partners closely with Regence and InterPlan stakeholders, and monitors and improves IPP (InterPlan Program) performance. The Claims Specialist/BlueCard Hybrid serves as an enterprise escalation point, leads cross-functional initiatives, and drives training, quality, and process improvements that safeguard claim outcomes and member experience. What YOU will do: - BlueWeb Review: - Monitor BlueWeb for Association updates and analyze release notes to determine claim, pricing, and training impacts. - Track provider terminations and communicate impacts; coordinate continuity-of-care and disruption analysis. - Serve as SME on BlueCard/ITS claims processing rules and operational program requirements. Coach team members accordingly on guidelines and changes. - Collaboration with Regence: - Coordinate Association projects and rule interpretation with Regence and InterPlan Executives. - Act as key escalation point for Plan-to-Plan issues. - Cascade InterPlan communications to internal teams. - Operational Change Leadership: - Oversee complex ITS/BlueCard workflows; lead system and pricing enhancement projects. - Test and validate system updates; refine ITS/BlueCard policies and procedures. - Conduct root-cause analysis on recurring issues and implement improvements. - IPP Score Monitoring: - Monitor and communicate InterPlan performance metrics (IPP). - Track quality and productivity metrics; lead improvement initiatives. - Claims Adjudication: - Oversee daily ITS claims workflows and ensure timely, accurate adjudication across all claim types. - Serve as the primary escalation point for the most complex, sensitive, or high-impact ITS/BlueCard claim issues. - Partner with leadership to refine ITS policies, update procedures, and support operational strategy. - Act as a liaison with BCBS host/home plans and external partners for escalated claim issues. Qualifications - High school diploma required, Associate’s Degree preferred. - 5-7+ years of claims processing experience within the insurance industry. - 3-5 years of BCBS claims processing experience. - 1+ years of proven leadership experience. - Expert Excel skills with the ability to manipulate data independently. - Expert-level understanding of ITS/BlueCard processing, pricing methodologies, and BCBS national programs. - Strong leadership, communication, and coaching abilities. - Ability to manage competing priorities and support team performance. - High-level analytical skills with the ability to interpret data and drive improvements. Compensation The base salary range for this position in the greater Seattle area is $47.89/hr - $55.76/hr for a level IV and varies dependent on geography, skills, experience, education, and other job or market-related factors. While we are looking for level I, we may consider level II for highly qualified candidates. Benefits - Seventeen (IC) days paid time off (individual contributors). - Eleven paid holidays. - Two paid personal and one paid volunteer day. - Company-subsidized medical, dental, vision, and prescription insurance. - Company-paid disability, life, and AD&D insurances. - Voluntary insurances. - HSA and FSA pre-tax programs. - 401(k)-retirement plan with company match. - Annual $500 wellness incentive and a $600 wellness reimbursement. - Remote work and continuing education reimbursements. - Discount program. - Parental leave. - Up to $1,000 annual charitable giving match. How we Support your Work, Life, and Wellness Goals At HMA, we believe in recognizing and celebrating the achievements of our dedicated staff. We offer flexibility to work schedules that support people in all time zones across the US, ensuring a healthy work-life balance. Employees have the option to work remotely or enjoy the amenities of our renovated office located just outside Seattle with free parking, gym, and a multitude of refreshments. Our performance management program is designed to elevate career growth opportunities, fostering a collaborative work culture where every team member can thrive. We also prioritize having fun together by hosting in-person events throughout the year including an annual all hands, summer picnic, trivia night, and a holiday party. Company Description HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans. We offer various high-quality, affordable healthcare plan options supported with best-in-class customer service.