administration assistant

Last updated on April 2016 by People & Capability, Employers Mutual © of 4

EML

POSITION DESCRIPTION

POSITION TITLE

Administration Assistant

DEPARTMENT Claims Operations

REPORTING TO Team Leader

DATE REVIEWED April 2016

LOCATION Melbourne

PURPOSE OF ROLE

The purpose of this role is to:

► Provide accurate and timely administration support to a claims team

► Assist with the provision of service to injured workers, employers and treating health providers

POSITION ENVIRONMENT

This position operates in a high volume, high pressure and deadline-driven environment that focus on the pro-active, timely and effective management of Workers Compensation claims.

KEY PERFORMANCE INDICATORS

Refer to Performing for Success document


KEY ACCOUNTABILITIES

Key Accountabilities Responsibilities Review Points

Service ► Adopt a service- orientated approach that is focused on the interests of workers and employers

► Effectively coordinate and support team to achieve key performance measures as set out under the Annual Performance Adjustment (APA) measures and Agency Agreement

► Performance Review

► Stakeholder feedback

► Worker service key events survey

Supporting Case Management

► Provide high level support to coordinate team activities

► Arrange and coordinate meetings for the team members, including liaising with stakeholders

► Monitor teams out of office activity and report on statistics, such as travel time and outcomes

► Ensure records are maintained in accordance with EML guidelines and agreed department standards


General Administration ► Answering incoming calls, taking messages and managing basic enquiries

► Photocopying, filing, faxing, binding and collating information


WorkSafe Victoria Partnership

► Ensuring all communication with WorkSafe is in accordance with EML’s Communication Policy


Internal OH&S Contribute towards a Quality Culture of Workplace Health & Safety through: ► Demonstrating commitment to OH&S through,

leading by personal example and participating in the monitoring of established safe working practices

► Promoting and ensuring all staff and contractors are appropriately trained and adhere to EML’s Workplace Health & Safety standards, procedures and legislative requirements

► All staff and contractors within area of responsibility comply with OH&S standards, procedures and legislation.

Additional duties The Company may, based on business requirements, change your duties to an equivalent level of seniority and responsibility including a different department. In the event that your position is to change significantly, we will discuss any change with you before it takes effect



KEY RELATIONSHIPS

Internal External

► Team Leaders ► WorkSafe Victoria

► Case Managers ► Employers/Brokers

► Claims Manager ► Rehabilitation Providers

► Client Services Team ► Legal Providers

► RTW Specialist ► Return to Work Coordinators

► Claims Operations Manager ► Workers

► Liability Specialists ► Medical/Treatment Providers

► Business Assurance & Optimisation Team ► Unions

► Legal & Technical Team ► Independent Medical Examiners

► Premium Team

MINIMUM CRITERIA

Skills Experience

► Advanced competency in the use of MS Word and MS Excel

► Superior time management and organisation skills to direct and prioritise own responsibilities and work flow.

► High level of initiative and the ability to work autonomously with minimal direction.

► Effective oral and written communication skills

► Some understanding of the Victorian legislation and the associated regulations

► Basic understanding of medical terminology

► Ability to utilise WorkSafe systems NOVUS, ACCtion and Tempus - desirable.

► Customer Service and/or Office experience.

► Experience of providing high quality administrative support in a fast paced team environment.

► For VCE or equivalent Graduates - some experience in a Worker’s Compensation environment is desirable.

Competencies

► Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.

► Gaining Commitment - Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behaviour to accommodate tasks, situations, and individuals involved.

► Building Customer Loyalty - Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

► Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

► Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.

► Negotiation - Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties.


► Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.

► Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.

Education and Training

► VCE or equivalent

I have read and understand this position description:

Signature: Date:

Name:

OUR VALUES

Respect - We always treat people with dignity and consideration, showing mutual respect in all our internal and external dealings.

Integrity - Personal and professional integrity is central to everything we do.

Responsible - We take personal responsibility for everything we do and the outcomes of our actions. We follow through and deliver on what we say.

Outcome Driven - We are committed to high performance and are passionate about success. We act with a sense of urgency and strive to deliver quality outcomes to our customers.

administration assistant

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